- Company Name
- Gen
- Job Title
- Product Manager – Customer Experience
- Job Description
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**Job Title**
Product Manager – Customer Experience
**Role Summary**
Lead the end‑to‑end customer experience for a global identity‑protection service. Drive AI‑enabled strategy, product lifecycle, and cross‑functional collaboration to maximize user acquisition, retention, and NPS. Translate data insights into actionable roadmaps and launch consumer‑facing products that deliver measurable business growth.
**Expectations**
- Deliver customer‑centric products that protect millions of users worldwide.
- Balance new service launches with enhancements to existing offerings.
- Achieve significant growth in acquisition, revenue, and engagement.
- Maintain rigorous metrics (NPS, KPI dashboards) and report progress to executives.
**Key Responsibilities**
- Design and execute an AI‑powered customer experience strategy, from research to full‑scale rollout.
- Own the product roadmap, aligning it with market analysis, customer needs, and business goals.
- Lead a multidisciplinary team (research, design, engineering, marketing, PM peers) through concept testing, rapid experimentation, MVPs, and production launch.
- Conduct market and competitor research, synthesize findings, and develop business cases with ROI justifications.
- Secure resources and funding for product initiatives.
- Oversee A/B tests, prototypes, design sprints, and user story mapping to validate hypotheses.
- Translate strategic vision into detailed execution plans for engineering and business teams.
- Coordinate with new partners and ensure compliance with regulatory requirements.
- Present progress, impediments, and data‑driven insights to executive stakeholders.
- Foster a culture of collaboration, speed, and data‑informed decision making.
**Required Skills**
- Proven experience (5+ years) launching consumer products that drive acquisition, revenue, or engagement.
- Strong knowledge of regulated products and compliance frameworks.
- Expertise in rapid experimentation, prototyping, A/B testing, and Agile/Scrum.
- Advanced data analysis: root‑cause identification, business economics, incomplete‑data decision making.
- Ability to build and present compelling business cases and KPI dashboards.
- Excellent stakeholder management, facilitation, and negotiation skills.
- Strategic thinker with the ability to translate vision into actionable roadmaps.
- Comfortable leading small cross‑functional teams and driving end‑to‑end product delivery.
**Required Education & Certifications**
- Bachelor’s degree in Business, Engineering, Computer Science, or related discipline.
- Product Management certification preferred (e.g., CSPO, PMP, or equivalent).