Product Manager – Customer Experience

Role Overview

• Own and maintain the roadmap for cross-domain customer experience initiatives, defining short-term and longer-term priorities based on customer needs, business goals, and market conditions.
• Ensure that experiences for defined customer roles remain consistent and cohesive as they move across Repair, Parts, Financials, and other domains.
• Draft investment charters, product requirements documents (PRDs), and strategic briefs that guide execution across multiple teams.
• Contribute to defining and tracking key performance indicators (KPIs) relevant to your product domain and associated business outcomes.
• Leverage customer feedback, operational insights, usage data, and performance metrics to guide prioritization and feature development.
• Manage tradeoffs between competing priorities and clearly communicate rationale to stakeholders.
• Participate in and support primary customer research initiatives to understand user pain points, workflows, and emerging needs.
• Conduct competitive and market analysis to ensure your domain remains relevant and differentiated.
• Regularly engage with customers and stakeholders, translating technical concepts into accessible explanations when needed.
• Serve as a bridge between technical teams and business stakeholders, ensuring alignment across departments.
• Work collaboratively with Product Owners to align backlog execution with broader strategic intent.
• Partner with Engineering to ensure business requirements are clearly translated into actionable technical specifications.
• Navigate ambiguity and manage stakeholder expectations effectively, especially in high-pressure situations.
• Champion customer needs while ensuring alignment with business objectives, revenue drivers, and retention strategies.

Requirements

• Bachelor’s degree in Business, Computer Science, or a related field (or equivalent practical experience).
• 3–5 years of experience in Product Management, Product Ownership, or a related role within a SaaS or technology-driven organization.
• Demonstrated experience owning or contributing to product roadmaps and leading cross-functional initiatives.
• Experience conducting customer research and leveraging data to inform product decisions.
• Exposure to AI-enabled products or a strong willingness to adopt AI-driven workflows preferred.
• Experience in automotive, fleet, or commercial repair industries—either within software products serving these markets or through direct operational experience—is extremely valuable.
• Experience working closely with engineering teams in an Agile environment.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options