Product Manager, Operational Experience

Job Summary

Seeking a full-time remote Product Manager, Operational Experience to lead the Operational Experience pod, focusing on enhancing the Pair Order Management System (POMS) by defining efficiency metrics, building measurement frameworks, and creating a prioritized roadmap for customer experience improvements.

Key responsibilities

• Own the POMS product vision and strategy, defining and tracking efficiency metrics such as average handle time and error rates
• Conduct structured discovery to identify customer experience needs through shadowing, interviews, and data analysis
• Lead agile scrum rituals and collaborate with cross-functional teams to deliver measurable value for the customer experience team

Required qualifications

• 2+ years of product management or an analytically rigorous operational role with experience in building measurement frameworks
• Experience in a start-up or growth-stage company where processes and metrics needed to be created from scratch
• Proven ability to work with incomplete data and produce actionable analysis
• Strong written and verbal communication skills, capable of presenting complex concepts to diverse audiences
• Familiarity with the software development lifecycle and comfort with technology