Product Manager, Digital Customer Experience

Product Manager, Digital Customer Experience

Position Overview:

We are seeking an experienced, self-motivated Product Manager to lead the development and optimization of digital customer experience products across the end-to-end customer journey. This role is responsible for defining product vision, translating business objectives into high-impact initiatives, and executing an integrated roadmap in a fast-paced, Agile environment. The ideal candidate brings strong cross-functional leadership, a customer-obsessed mindset, and experience managing global digital products from concept through delivery.

Key Responsibilities:

• Develop a deep understanding of customer needs, market trends, and competitive dynamics
• Define and communicate a clear product vision and execute an integrated roadmap aligned with enterprise and franchise goals
• Partner with senior product leadership and stakeholders to prioritize and manage the feature backlog
• Define features with clear acceptance criteria, success metrics, dependencies, risks, and assumptions
• Collaborate with technical teams to estimate effort, support solution design, and inform release planning
• Drive scope trade-off decisions to maximize value and ROI
• Partner with Product Marketing to support customer journey mapping and product launch strategies
• Participate in usability studies to incorporate the voice of the customer
• Develop process flows to assess operational impact of new or enhanced capabilities
• Support business case development for new initiatives and product improvements
• Serve as the first escalation point for Product Owners during refinement and sprint execution

Leadership & Behavioral Expectations

• Inspire and align teams around a clear vision with an enterprise mindset
• Lead through influence, fostering accountability, empowerment, and collaboration
• Navigate change effectively with strong emotional intelligence
• Guide high-performing, cross-functional teams toward customer-centric outcomes

Required Skills & Qualifications

• 5+ years of experience in Product Management and/or Product Owner roles using Agile methodologies
• Proven experience managing digital customer experience or customer success products
• Strong business acumen with the ability to translate strategy into execution
• Excellent communication skills across technical and non-technical audiences
• Ability to lead without formal authority and drive complex cross-functional decisions
• Detail-oriented, highly organized, and able to manage multiple priorities independently
• Experience with IT systems development; familiarity with web and CRM platforms preferred
• Experience in medical devices, diabetes-related products, or regulated environments is a plus
• Familiarity with SAFe is a plus

Education

• Bachelor’s degree required

Additional Information

• Eligible for 100% remote or hybrid work
• Preferred location near San Diego, CA or Acton, MA
• Travel up to 25%, based on business needs