Senior Manager Product, Customer Experience

Responsibilities

• Support execution of the Customer Experience Product roadmap across phone, chat, email, and web channels to improve reliability and customer satisfaction
• Translate customer insights and service data into user stories, requirements, and acceptance criteria
• Help design and optimize CRM case management workflows, including assignment rules, escalations, and knowledge base improvements
• Contribute to self-service capabilities (order tracking, returns, FAQs) and IVR routing updates to improve resolution and reduce contacts
• Partner cross-functionally with technology, operations, and customer care to support releases and remove roadblocks
• Analyze key service metrics (CSAT, NPS, first contact resolution, handle time, cost per contact) to identify opportunities and measure impact
• Support testing efforts, UAT, and launch readiness to ensure smooth product rollouts
• Drive continuous improvement by streamlining workflows and supporting standardized processes
• Develop release notes, training materials, and support change management efforts to drive adoption

Qualifications

• Required Education: Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent experience
• Required Experience: 4–7 years of experience in product management or customer experience/service product roles
• Required Skills: Strong analytical skills with experience using data tools (SQL or advanced Excel) and dashboards (Tableau or Power BI); Understanding of contact center operations, including queues, escalations, and service workflows; Experience working cross-functionally to support product delivery and releases; Experience with CRM platforms such as Salesforce Service Cloud or Zendesk; Familiarity with contact center/IVR platforms (Genesys, NICE, Avaya, Cisco); Experience with Agile tools such as Jira and Confluence; Working knowledge of integrations (APIs, data flows, system connectivity)
• Preferred Qualifications: Hands-on experience with IVR routing updates and call flow design; Background supporting high-volume, omnichannel customer care environments; Experience improving self-service and digital support tools; Exposure to continuous improvement methodologies (Lean, Six Sigma, ITIL); Experience supporting pilot programs or testing service improvements