Product Manager, Customer Experience

Role Overview

• Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls while delivering measurable value for both customers and the organization.
• Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions that create value for the customer and business within regulatory guidelines.
• Help guide the organization through digital transformation with a persistent focus on customer problems to solve, rather than delivery of features requested; Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value.
• Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing.
• Partner closely with UX teams to design and execute user research that uncovers deep customer insights, ensuring product decisions are grounded in real user needs and behaviors.
• Collaborate closely with engineering, UX, and data science teams to deliver innovative solutions at speed.
• Define use cases/user stories and own roadmaps with a focus on modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC.
• Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery.

Requirements

• Bachelor’s degree with at least 4 years of related experience.
• Driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully.
• Deep understanding and experience in a similar role within the Medical/Consumer technology or similar space.
• Experience working with cross-functional teams in a fast-paced, agile environment, utilizing Scrum project management processes and/or the Product Operating Model framework.
• Proven indirect product team leadership experience throughout multiple phases of digital transformation.
• Strong analytical skills: able to collect, assess and derive insights from data to make decisions.
• Highly proactive, action & solution-oriented; self-driven, hands-on and comfortable taking ownership.
• Team-player who enjoys taking on accountability and connecting with people in an international team.
• Excellent communication skills in English and proficiency in a second language preferred but not a must.
• Ability to understand and articulate value—both customer and business value—and translate it into actionable product decisions.
• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours.
• Familiarity with cloud technologies, APIs, and scalable architectures; AI/ML integration experience is a strong plus.
• Experience working with contact center operations or customer support processes is a plus, including understanding pain points and improving agent/customer experience.

Tech Stack

• Cloud

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit
• an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.