Product Manager - Customer Experience

Role Overview: As a Senior Product Manager, you will play a strategic role in enhancing the end-to-end customer experience through automation, AI, and process innovation. Your focus will be on reducing customer contacts while maintaining high-quality service levels. You will collaborate with various teams within the organization to identify gaps in customer and order journeys and implement scalable solutions to improve efficiency and satisfaction. Key Responsibilities: - Own the product vision and roadmap for customer experience automation, including chatbots, self-service solutions, and AI-powered tools. - Understand and map the end-to-end order journey and customer lifecycle to identify friction points and automation opportunities. - Analyze system and process-level gaps that lead to customer contacts and work with relevant teams to address them. - Collaborate with cross-functional stakeholders such as engineering, operations, CX, data, and design to develop and launch impactful solutions. - Define, track, and report on success metrics like contact rate reduction, CSAT, NPS, and resolution time. - Maintain a balance between automation and human interaction to ensure a positive and empathetic customer experience. Qualifications Required: - 6+ years of product management experience, with a focus on customer experience, support platforms, or operational automation. - Deep understanding of customer journeys, order fulfillment flows, and support escalation paths. - Proven track record of launching chatbot, automation, or AI-led CX solutions. - Strong analytical skills to identify system and process inefficiencies. - Ability to lead cross-functional initiatives and influence without direct authority. - Excellent communication, prioritization, and stakeholder management abilities. - Familiarity with agile product development practices and modern product tooling.,