
Product Manager, Operational Experience
Posted 5 days ago

Posted 5 days ago
This is a fully remote position, open to applicants in United States.
• 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.
• 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.
• Health insurance.
• 401(k) matching.
• Flexible working hours.
• Paid time off.
• Options for remote work.
Cove
CODEPATH LIMITED
Allstate
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