Principal Product Manager, Customer Experience Technology
US, Flexible remote-first work model across the United StatesFull-TimePrincipal
Salary169,300 - 284,700 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- LeadershipProduct ManagementSalesforceCommunication SkillsAnalytical SkillsZendesk
Requirements
- 10+ years of product management experience in customer experience, support platforms, or business operations technology
- Deep expertise in Salesforce and Zendesk, including integrations, configuration, and workflow optimization
- Proven experience delivering AI-driven support solutions, chatbots, or automation at scale in complex environments
- Strong analytical skills with the ability to translate data into actionable product decisions and prioritization
- Excellent communication skills with the ability to present complex ideas to executive and cross-functional audiences
- Strong leadership presence with proven ability to influence without direct authority
- Strong organizational, prioritization, and execution skills in fast-paced environments
- Expertise in consultative product development, including stakeholder alignment and strategic problem-solving
Responsibilities
- Define and execute the product vision and roadmap for a unified customer experience and support technology ecosystem
- Lead the transformation of support systems from reactive ticketing to proactive, AI-first and automation-driven solutions
- Own strategy for integrating and optimizing platforms such as Salesforce and Zendesk, including build vs. buy decisions
- Drive development and scaling of AI agents, LLM-powered tools, and self-service support capabilities to improve efficiency and customer satisfaction
- Design onboarding and support frameworks that balance speed, quality, and user experience across partner and customer journeys
- Establish and track key support metrics (e.g., cost-per-resolution, CSAT, LTV impact, AI performance) and deliver executive-level insights
- Partner with engineering, data science, and product teams to incorporate Voice of Customer insights into product strategy
- Influence cross-functional roadmaps and ensure alignment across business and technical stakeholders
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