Customer Experience Product Manager

VEG was founded in 2014 with a mission to transform emergency care for pets and their owners by reimagining the ER experience. With hospitals nationwide open 24/7/365, VEG delivers an emergency care model centered on the needs of pets and pet parents. The company also invests in its team (VEGgies), fostering growth, empowerment, and a culture of belonging. VEG is a certified Great Place to Work® for 2025 and 2026.

About the role

We are seeking an experienced, self-motivated Product Manager to lead a new product squad focused on customer experience initiatives. While VEG’s product and engineering efforts have primarily supported internal clinical tooling—software used daily by doctors and nurses to treat patients—we are now expanding our technology investment to enhance the customer experience. You will define, shape, and build new software and experiences for our 1+ million annual customers, creating touchpoints that deepen relationships, support pet owners in critical moments, and amplify the care and connection that define VEG’s success.

Responsibilities

• Drive discovery through customer interviews, usage data, and support insights to validate problems and solutions before committing engineering resources.
• Partner with veterinarians, nurses, and hospital staff to understand clinical workflows, ensuring customer experience initiatives align with hospital operations.
• Collaborate with VQ stakeholders to build business cases and quarterly roadmaps, clearly communicating prioritization tradeoffs to the business.
• Build strong relationships across Marketing, Creative, Customer Experience, Customer Research, Data, Growth, Operations, and VQ leadership to align product decisions with VEG’s strategic priorities.
• Work with marketing, brand, and creative teams to ensure customer-facing initiatives reflect and embrace VEG’s unique brand identity.
• Define go-to-market strategies for new products, aligning with marketing teams on customer-facing strategy, messaging, and positioning.
• Define and monitor key KPIs to track the success of new initiatives and products.
• Collaborate with operational and technical support teams to ensure new features and products integrate smoothly into real hospital environments.
• Write clear product specs, user stories, and acceptance criteria to define requirements for new features.
• Collaborate closely with design and engineering throughout the research, design, development, and launch lifecycle of new features and products.
• Participate in key sprint ceremonies to guide and support the product team in executing the roadmap.

Requirements

• Strong product management experience, including taking products from discovery through launch, adoption, measurement, and iteration.
• Experience setting product strategy, building roadmaps, communicating tradeoffs, and connecting product decisions to customer, business, and operational outcomes.
• Ability to ground product decisions in data, using quantitative insights, user research, and stakeholder context to measure impact and make informed tradeoffs.
• A track record of building trust with Product Development partners (Engineering, Design, Data) and cross-functional stakeholders.
• Experience building 0→1 B2C products with thoughtful marketing and go-to-market strategies.
• Strong empathy for users, customers, and operators, particularly in complex, workflow-heavy environments where product changes require careful delivery.
• Practical fluency with modern AI product opportunities, including LLMs and RAG, and the judgment to identify where AI can create real value without chasing hype.
• Experience with clinical products (veterinary or human healthcare) is a plus.

Qualities

• Empathetic, with a people-centric approach to supporting colleagues and understanding diverse perspectives.
• Humble, acknowledging mistakes, sharing credit, and celebrating team accomplishments.
• Strong sense of ownership, taking responsibility for outcomes and maintaining accountability.