Senior Product Manager, CX Platforms
About the role
We’re looking for a Senior Product Manager to partner with business leaders to set systems strategy and own prioritization for the technology that powers our Customer Experience and Support teams. This role sits at the intersection of frontline support operations and enterprise technology, covering telephony, routing, case management, and identity verification. You’ll be the central point of intake, evaluation, and prioritization for CX platform requests, turning strategy from CX and Support leaders into clear product and process requirements and partnering with our Enterprise Systems team to deliver them.
This is a strong fit for a product manager who enjoys improving internal tools and business processes, and who is comfortable making and defending prioritization calls across competing stakeholders. It is not a customer-facing product role. You’ll report into the core CX leadership team and work with a high degree of autonomy.
Duties and Responsibilities:
Partner with CX leaders to establish systems and platforms strategy then turn that strategy into concrete product and process requirements, driving through to implementation
Own prioritization and sequencing of the CX platform backlog, building a clear framework to evaluate competing requests from CX and Support leaders and frontline feedback, and explaining the tradeoffs behind each decision
Partner with operational subject matter experts to understand current-state processes and what needs to change, then translate that into clear technical requirements and PRDs
Partner with dedicated Enterprise Systems resources on workflow design, platform configuration, testing and QA, and launch across our core platforms, including Salesforce and Amazon Connect
Represent CX and Support on enterprise infrastructure projects, ensuring queue, telephony, and case management infrastructure reflects how our teams are structured as that structure evolves
Work within broader cross-functional programs as the owner of the requirements and infrastructure workstream
Through in-depth data and product analysis, identify opportunities to improve existing tooling and ensure we’re fully using the capabilities of our existing platforms before recommending new tools or custom builds
Define and track post-launch success metrics, such as handle time, transfer rates, and first-contact resolution, to evaluate impact and iterate
Build deep knowledge of our support workflows, with room over time to take on a larger role in shaping strategy, not just executing it
Qualifications and Skills:
6+ years of experience in product management, business systems, or CX platform roles, with hands-on experience building roadmaps, prioritizing backlogs, managing sprints, and writing PRDs or equivalent requirements
Demonstrated ability to prioritize across competing requests from multiple leaders, using data and judgment to make decisions and hold a clear line when needed
Strong understanding of support and CX operations, including routing logic, queue management, agent workflows, and telephony mechanics, and how platform changes affect agents and customers
Ability to translate business needs into well-scoped requirements that platform developers and administrators can execute with minimal back-and-forth
Experience partnering with technical teams through testing, QA, launch, and post-launch measurement
Experience working with frontier AI models, Figma, Jira, and other product focused systems
Comfort working in ambiguity, with the rigor to document current and future state clearly for technical and non-technical audiences
Strong communication and stakeholder management skills, with the ability to build trust with frontline teams and senior leaders alike
Experience with enterprise CX platforms such as Salesforce Service Cloud or Amazon Connect (or comparable CRM, case management, and contact center platforms) is a plus
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