Product Manager, CX & Support Operations

Owner.com is an AI-native system designed to help local business owners succeed, starting with restaurants. The role involves shaping and executing the Support RevOps roadmap, optimizing support operations, and enhancing the customer experience through effective management of support tools and processes.

Responsibilities:

• Own and advance the Support RevOps roadmap in close partnership with Support leadership
• Build and optimize Salesforce Service Cloud case management — queues, SLAs, & escalations
• Own Intercom configuration and long-term optimization: workflows, custom apps, data connectors across channels (phone, email, chat), and optimize FIN
• Support improvements to Assembled (Workforce Management System): forecasting, scheduling, and adherence
• Support auto/AI-QA initiatives: automated quality assurance and scoring of Support interactions
• Reduce Support's reliance on Product and Data teams through self-serve reporting and integrations
• Decrease time-to-answer and improve resolution rates for Support agents
• Document scalable Support processes and enablement materials
• Future-proof Support operations for continued growth

Requirements:

• 3+ years in revenue operations, support operations, or systems administration for a customer-facing team
• Deep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configuration
• Strong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reporting
• Support domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablement
• Integration knowledge (APIs, webhooks, data connectors)
• Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap
• Cross-functional collaboration translating Support pain points into scalable systems
• Pragmatic execution: balance speed with quality, ship MVPs, own problems end-to-end
• Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plus
• High-growth startup experience preferred