Product Manager Service

You probably remember the best customer journey you’ve ever experienced, and the worst one too. But why is that? What can businesses do to keep you engaged, solve your problems, and make your life easier and more beautiful, not just in one moment, but across every interaction?

“The entire customer journey. One platform”

People move between channels, platforms, apps and physical locations without thinking about it. Wherever your journey starts and wherever it continues, our goal is simple and ambitious: “Enable growing businesses to serve, sell, interact and engage through one Global AI Powered Customer Engagement Platform. We connect conversations, customer data and payments with AI Agents, so that businesses all over the world can grow faster, together.

All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.

Now, we’re looking for a Product Manager to lead the product strategy for our Customer Service suite, the Mobile Service Cloud.

What you will do

We are building the ultimate Global AI-Powered Customer Engagement Platform that lets businesses connect with customers, automate work, and handle every interaction through one reliable, user-friendly platform. That is our mission for 2026.

As Product Manager for the Mobile Service Cloud, you’ll be the driving force behind expanding this solution into new industries and reaching a broader range of customers. Your mission: evolve the Mobile Service Cloud to meet the needs of more complex customer service environments and help CM.com grow into untapped markets.

This product is already performing well, but now it’s time to push boundaries. You’ll work closely with a team of 10 developers in Arnhem, working together to build new features, refine existing ones, and make the product ready for new opportunities. Whether it’s introducing workforce management tools or leveraging AI for smarter workflows, you’ll play a key role in shaping the future of customer service software.

But your impact goes beyond product development. You’ll immerse yourself in the customer service landscape, understanding what drives our clients, how their needs are evolving, and how AI is transforming the way customer service teams operate. You’ll keep a close eye on competitors and industry trends, ensuring the Mobile Service Cloud stays ahead of the curve. As a visionary, you’ll connect these insights to the product strategy, ensuring it not only meets current demands but anticipates the future of customer service.

The Product Manager reports directly to the Head of Product in Engage

In your first 12 months, you will:

• Take ownership of the product roadmap, prioritizing features that open doors to new industries and customer segments, such as workforce management tools and AI-driven efficiencies.

• Work closely with Product, Sales, Marketing, and Customer Success teams to align the product with market demands and ensure it delivers measurable value to customers.

• Modernize existing components to improve scalability and reliability, ensuring the Mobile Service Cloud is ready for more complex workflows and larger customer environments.

• Make decisions fast, test ideas, and iterate based on feedback to drive innovation and deliver impactful solutions.

• Build a motivated and aligned development team, fostering collaboration and a culture of excellence to deliver on ambitious goals.

• Success is measured by the product’s readiness to compete in new markets, the team’s performance, and the tangible value delivered to customers.

 That’s why you ideally have

• Academic level of reasoning;

• Sufficient experience as a Product Specialist, ideally in a Customer Service SaaS context, you have a wide experience in customer service software solutions;

• A strong interest in how (agentic) AI can transform customer service and automation, and you bring ideas or curiosity about how to apply these technologies to real-world use cases.

• Market awareness, you’re on top of customer service trends and you know the ecosystem of software vendors;

• A strong interest in (technical) product development coupled with strategic experience in a commercial role;

• Excellent communication skills to effectively convey visionary concepts to various stakeholders;

• A strategic, customer-centric mindset that enables you to oversee and safeguard long-term goals.

The reality at CM.com

We believe honesty creates better matches. So here it is:

• You work on-site with your team, collaboration happens face to face.

• Priorities can shift quickly as technology and insights evolve.

• AI will change how your role looks, fast. Some tasks you do today may disappear next year.

• We move before everything is finished or polished.

• For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.

If that excites you, you’ll probably feel at home here. If you’re looking for predictability and fixed boundaries, this may not be the right place.

Every CM.com colleague, connects to our 4 shared values:

Drive and Lead

We value your expertise and professional judgement. You understand the mission of CM.com and feel ownership over your role and its contribution to the bigger picture. You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.

Grow and Learn

Growing Faster Together is not just our purpose, it’s how we work. The growth of our colleagues and our customers is our priority. Our organization is designed to support this through the CM Academy, the Young Professional Program and our own CM Business Adventure, the CMBA. But growth also comes from daily curiosity.

You enjoy stepping outside your comfort zone and you like to experiment, learn continuously and actively share knowledge and insights with others.

Together and Care

At CM.com, we work together. We believe that diverse perspectives lead to stronger outcomes. Diversity is therefore essential to us.

We value the social side of work. We trust one another, show genuine interest and care about one another’s well-being. You are looking for that connection, you prefer being together on-site, sharing ideas, meals, workouts and conversations, and you believe that energy is created by meeting in person.

Speed and Change

For more than 25 years, we have operated at the forefront of innovation. Change is not something we respond to, it’s something we actively drive.
By welcoming AI Agents into our organisation, we fundamentally change how work is done. This allows us to move faster, do more with fewer people and continuously rethink roles and responsibilities. You are comfortable with that reality and want to contribute to progress rather than maintaining the status quo.

Company Benefits

At CM.com, we believe in empowering our people to do what they love, excel at what they do, and make a meaningful impact. As a CM.com club member, you’ll have the following benefits:

• Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.

• Healthy food: Daily healthy lunches and snacks to keep you energized.

• Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.

• Invest in your future: A solid pension plan.

• Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.

• Own your success: Become a shareholder with our Employee Share Purchase Program.

• Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving

• Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.

• Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.