aircall - Product Manager Call Quality

• Oversee the development and implementation of call quality improvement strategies for Aircall products in Portugal. • Collaborate with engineering teams to identify issues affecting customer experience during calls and develop solutions that enhance product performance. • Analyze data from various sources, including user feedback, technical reports, and market research, to inform decision-making processes related to call quality improvements. • Monitor industry trends and competitive landscape in Portugal's telecommunications sector to identify opportunities for differentiation and growth within the Aircall product lineup. • Participate in regular meetings with cross-functional teams, including engineering, marketing, sales, customer service, and support departments, to align on call quality objectives and ensure a consistent user experience across all touchpoints. • Develop and maintain relationships with key stakeholders within Aircall's organization as well as external partners such as customers, suppliers, regulators, industry associations, and other relevant entities in Portugal. • Represent the Product Manager role at internal meetings, presentations, and events to communicate call quality goals and progress updates across teams and departments. • Provide leadership on a project team responsible for implementing specific improvements or enhancements related to Aircall's product offerings within the Portuguese market. This may include coordinating with engineering, design, testing, production, sales, distribution, customer service, support, and other relevant functions as needed. • Develop strategies to promote awareness of call quality issues among customers in Portugal through targeted communication campaigns or outreach initiatives designed to educate users about best practices for using Aircall products effectively while minimizing potential frustrations related to poor performance during calls. • Evaluate and refine existing processes, procedures, policies, and guidelines within the call quality improvement program as needed based on feedback from customers, employees, or other relevant sources of information in Portugal's telecommunications industry landscape at regular intervals throughout each fiscal year (e.g., quarterly). • Participate actively in mentoring junior team members who report directly to you within the call quality improvement program as well as providing guidance and support for their professional development goals over time while ensuring they have access to appropriate resources necessary for success at all levels of responsibility throughout each fiscal year (e.g., quarterly). • Maintain a high level of customer service excellence by responding promptly, courteously, accurately, and professionally when contacted directly via email or phone regarding any issues related to call quality within Aircall products in Portugal at all times throughout each fiscal year (e.g., quarterly). • Attend training sessions offered regularly on topics such as customer service best practices for handling calls effectively while minimizing potential frustrations experienced by customers using telecommunication