Your Tasks

Responsible for the Quality Assurance of the product:

• Lead the technical support team and all partners involved to ensure the product meets performance standards and resolves any technical issues promptly.
• The team is to develop and implement best practices for troubleshooting and support documentation to enhance user experience. Responsible for the documentation of an incident management processes.
• Monitor technical performance metrics and ensure the best experience for the customers.

Customer Service Leadership:

• Responsible for the NPs of the product.
• Oversee the customer service team, setting clear performance expectations and KPIs to ensure high-quality service delivery.
• Manage Customer Care Manager to collect and analyze customer feedback to identify areas for product and process improvement and implement changes based on insights gained.
• Develop processes for seamless integration of customer feedback into product and process or marketing development.
• Continuously incentivize more efficient way of working and automatization for processes.

Product strategy and owner of long term vision of the product roadmap:

• Develop a multi-year innovation roadmap and manage changes and resource needs internally and externally continuously.
• Responsible for a yearly roadmap and lead prioritization of product developments in alignment with user needs and market trends and RTL+ growth strategy.
• Act as the primary point of contact for external partners involved in product development, ensuring smooth communication and collaboration.
• Participate in regular meetings with external teams to track project progress and resolve any challenges. Competent in escalations and resolution processes with external and internal stakeholders. Owner of product governance internally and externally.
• Ensure internal resource needs and prios from strategic stakeholders.
• Manage decision making process for approvals.
• Own digital and technical budget, manage budgeting and forecasting processes internally (with controlling) and with external partner as well.

Vendor and partner management: 

• Lead commercial&product development negotiations with external partners and own approval process within the company to support the innovation of RTL+.
• Lead contracting processes ensuring the interests of RTL+.
• Ensure budgeting and invoicing in line with governance and planned budget.

Product Development Coordination:

• Working closely with the RTL+ marketing team leader to ensure that product features are effectively communicated to users and align with overall marketing strategies.
• Work closely with IT and other stakeholders in order to achieve optimal and efficient setup of architecture and processes for RTL+.
• Support the product team in the development and launch of new features, ensuring that user experience is prioritized throughout the process (gather and document business requirements as uses cases, flowcharts, wireframes), collaborate with cross-functional teams to gather input (controlling, tax, legal, IT, CC) and feedback for continuous product improvement and lawful operation. Always challenge the teams for the best user experience possible.
• Lead the project management efforts for large-scale projects, ensuring successful execution from initiation to closure. Develop and maintain detailed project plans, schedules, and budgets, tracking progress and ensuring alignment with project goals and timelines. Escalate and resolve in case of any barrier with skills in risk management and contingency planning.
• Assist release management.

Performance Monitoring and Reporting:

• Own and report on key performance indicators (KPIs) related to onboarding, activation, payment, LIVE experience, CTV and customer satisfaction.
• Analyze data to identify trends and areas for improvement, presenting findings to senior leadership.
• Work closely with Data team and other stakeholders in order to support the measurement and continuous development of analytics of the platform (A/B testing, NPS, conversions, ad uptake etc).
• Develop action plans based on performance data to enhance product offerings and user experience. 

Your Profile

• Bachelor’s degree in a relevant field (e.g., Business, Marketing, Technology) or equivalent experience.
• Minimum of 5 years of experience in the streaming or technology industry, with a focus on product management.
• Proven leadership experience with the ability to inspire and motivate a team.
• Strong analytical skills with experience in tracking and interpreting performance metrics.
• Excellent communication and interpersonal skills, with the ability to build relationships with both internal teams and external partners.
• Proficiency in customer service tools and platforms, familiarity with product management software.
• A proactive approach to problem-solving and a strong commitment to enhancing user satisfaction.
• Preferably has working experience in agile.  
• Excellent analytical and problem-solving skills, with the ability to assess complex situations and provide practical solutions.
• Detail-oriented and highly organized, with the ability to manage multiple priorities and meet deadlines.
• Ability to effectively convey complex technical information to both technical and non-technical stakeholders.

Your Team

We are looking for a motivated and experienced Product team leader who will be responsible for streaming product development and leading our customer service team. 

You will play a critical role in the success of our streaming product. You will oversee a dedicated team of five Product coordinators and two Customer service representatives, ensuring that our product performs optimally and that our users receive exceptional support. You will also collaborate closely with our existing marketing lead to align our product’s technical capabilities with marketing strategies.

Our team is based at RTL Liget. The working language is Hungarian, but proficiency in English is also required for this position.

About us

Since 1997, RTL Hungary has dominated the Hungarian media market with a portfolio of 12 linear channels (RTL, RTL KETTŐ, RTL HÁROM, RTL Gold, RTL Otthon, Cool, Film+, Sorozat+, Kölyökklub, Sorozatklub, Moziklub, Muzsika Tv), an online magazine (RTL.hu), and non-linear services (RTL+ Light, RTL+ Active, RTL+ Premium). As a growing company seeking new ways and operating models, we believe it is critical that our colleagues are open to new ideas and adapt to the challenges of a changing media environment.

RTL Hungary is a subsidiary of the RTL Group, headquartered in Luxembourg. It has linear TV channels, radio stations, video streaming services, content production, and digital content services in Europe. RTL Group is a subsidiary of the international media conglomerate Bertelsmann.