Product Manager, Customer Experience

Remotemid

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

Own and prioritize the product backlog for customer experience and support initiatives, aligning work directly with strategic business objectives and key results.

Requirements Summary

Partner with UX and development teams to define clear product requirements, including epics, user stories, acceptance criteria, process flows, and technical specifications.

Technical Tools

Customer SuccessCustomer Experience

Responsibilities

~1 min read

→Own Backlog & Strategy: Own and prioritize the product backlog for customer experience and support initiatives, aligning work directly with strategic business objectives and key results.
→Lead User & Stakeholder Discovery: Conduct collaborative discovery with users, support teams, and stakeholders, synthesizing qualitative and quantitative research to uncover friction points and validate proposed solutions.
→Define Requirements: Partner with UX and development teams to define clear product requirements, including epics, user stories, acceptance criteria, process flows, and technical specifications.
→Drive Sprint Execution: Collaborate with cross-functional engineering pods, external technology vendors, and contractors to maintain momentum, deliver sprints on schedule, and unblock dependencies early.
→Optimize Performance & Investigate Issues: Monitor product and platform health against key performance indicators, independently investigating technical issues and data anomalies to identify root causes.
→Innovate with AI & Automation: Design, deliver, and optimize AI, Model Context Protocol (MCP), and automation capabilities such as AI agents, agent assist tools, and smart search.
→Advocate & Report Progress: Communicate roadmap progress, emerging risks, and measurable user impact across organizational levels using clear data and sound business rationale.

Education & Core Experience: Bachelor's degree or equivalent practical experience; 3+ years designing, building, and enhancing software products, with at least 2 years in product management or business analysis.
AI & Automation Background: Proven track record delivering and managing AI, MCP, or automation solutions (such as AI agents, smart search, or agent assist technologies).
Agile Fluency: Practical experience executing within Agile and Scrum development cycles, including backlog refinement, sprint planning, and release delivery.
Domain Knowledge: Solid working knowledge of customer experience (CX), customer support operations, user journey funnels, and self-service platforms.
Analytical & Data Skills: Strong quantitative and data literacy skills, with demonstrated ability to analyze complex datasets, utilize analytics tools, and present actionable insights visually.
Stakeholder Alignment: Excellent communication skills with the ability to articulate complex technical and business concepts clearly and build cross-functional consensus across diverse groups.
Adaptability & Resilience: High resilience and comfort navigating ambiguity, shifting priorities, and competing demands while keeping teams focused and moving forward.

What We Offer

~2 min read

Benefits begin on your date of hire for regular full-time and qualifying part-time employees and their eligible dependents (with health coverage extended to qualifying domestic partners):

✓Your Health & Well-Being: Comprehensive medical, dental, and vision coverage, an Employee Assistance Program (EAP), and 100% employer-paid life and accidental death and dismemberment (AD&D) insurance.

✓Your Financial Future & Development: Competitive base salary, bonus plan, 401(k) retirement plan with employer contributions, and an Education Assistance Program.

✓Your Time Away: Generous paid time off, sick leave, discretionary days, and paid company holidays (including Juneteenth, Indigenous Peoples’ Day, and the International Day for the Elimination of Racial Discrimination).

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

About this job

Pay per year: $89,000–$115,000 a year; 1% above the $100,875 median for Customer Experience jobs on Jobera (109 salaries).
Posted: Today
Employer: has 48 open jobs on Jobera in 2 countries.