Luz Saúde is one of the largest health care groups in the Portuguese market. In line with our strategic guidelines, we are looking for a:
Digital Product Manager - (m/f) Customer Service Direction
Lisbon
Position Summary Creating a patient-centric culture is our priority and our digital strategy is to reinvent and personalize the key customer journeys for customer excellence, ensure the transition to mobile digital channels, automate processes for efficiency and reinforce business model opportunities with open partners relationships to consolidate our ecosystem.
The Digital Product Manager is responsible for the planning, execution and management of the projects linked to MY LUZ Ecosystem, ensuring the continuous improvement of customer experience, a strong emphasis on end-to-end (E2E) customer care, quality management and cost reduction. Consistent delivery standards are expected in all aspects of the function.
Key Responsibilities Lead the development and implementation of projects within the MY LUZ Ecosystem. Ensure projects align with business goals and customer care strategies. Provide regular reports on projects status to project teams and key stakeholders. Maintain high standards for the development, implementation and iteration of digital products, ensuring timely and consistent delivery of results. Continuously assess and improve customer interactions within the digital ecosystem, ensuring a seamless E2E experience. Coordinate with internal teams such as IT, Customer Service and Marketing, as well as external partners, to meet digital care objectives. Manage the lifecycle of digital products using Agile methodologies, fostering a culture of innovation and continuous improvement. Utilize data analytics and customer feedback to identify areas for product improvement, quality enhancement, and cost reduction. Implement strategies to streamline processes and reduce operational costs, without compromising quality. Ensure that digital products meet Luz Saúde's standards for customer care quality and manage quality control processes across digital initiatives. Ensure projects comply with industry regulations, including data protection laws and healthcare-specific requirements. Knowledge, Skills & Experience Requirements Business or Engineering degree, or higher preferred. Experience in managing digital products, ideally in a customer service context. Familiarity with digital technologies and customer care platforms (Salesforce CRM preferred). Experience in data analysis, metrics tracking, and making data-driven decisions to optimize product performance. Exceptional ability to define and manage results-oriented training programs. Strong critical thinking skills with the ability to troubleshoot, resolve issues, and adapt solutions to evolving needs. Ability to lead cross-functional teams and collaborate effectively with internal and external stakeholders. Both verbal and written communication skills, with an ability to articulate technical concepts to non-technical stakeholders. A mindset for continuous improvement, innovation and staying updated with the latest trends in digital product management and customer care technologies. Advanced PowerPoint and Excel skills. Project Management methodologies certifications will be a plus (PMP, Agile, others). Availability to travel monthly to our Hospitals and Clinics. Why joining Luz Saúde? Leading private health care group in Portugal. Competitive base salary aligned with experience. Career development opportunities. Health coverage. If this position interests you, please send your application. Please note that only applications submitted in English will be considered.