Senior Product Manager, Customer Operations Technology

7+ years of product management experience, with experience building tech for customer support, internal tools, automation, or operations. Strong analytical skills and deep comfort working with data. Experience partnering with AI/ML teams on classification, routing, agent assist, chat, or automated workflows. Ability to lead through influence, drive cross-functional alignment, and ship high-quality internal and external tools. Customer-obsessed mindset—you care deeply about solving problems for fans and the teams who support them.

Own the product roadmap for Customer Operations technology (ticketing systems, IVR, chat, CRM integrations, agent tools, self-service workflows). Develop and launch automation, AI-powered tools, and support workflows that improve efficiency and customer satisfaction. Partner closely with the Head of Customer Operations to align product priorities with operational goals and frontline needs. Champion the customer voice—leveraging data, feedback, and research to improve the support journey. Drive measurable operational impact through improved routing, faster resolution times, and enhanced self-service.