Product Manager, Operational Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Break down customer experience (CX) tasks into categories based on customer intent.

• Measure or reconstruct average handle time (AHT) for each intent category.

• Develop a cost-of-service model.

• Identify CX activities that are the most costly, most frequent, and most suitable for automation.

• Take ownership of the POMS product vision and strategy.

• Define and monitor efficiency metrics.

• Uncover genuine needs of CX teammates through structured discovery processes.

• Lead agile scrum ceremonies.

• Collaborate effectively with Engineering, Product Design, and Analytics teams.

• Act as a liaison among CX, R&D, and Operations stakeholders.

• Contribute to the toolkit of the Product Team.

⛳️ Requirements

• Minimum of 2 years in product management or a role requiring analytical rigor in operations.

• Experience in a start-up or growth-stage organization.

• Proven ability to work with incomplete or imperfect data sets.

• Excellent written and verbal communication abilities.