Senior Product Manager, Agent & Technician Experience

Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience.  Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.   

Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. Product Managers play a central role in this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.  

If you are energized by solving real customer problems, working closely with cross-functional partners, and shaping products that make a tangible difference, we would love to meet you.  

About the Role 

The Senior Product Manager, Agent & Technician Experience owns the digital tools and workflows that support the people resolving customer issues, whether over the phone, online, or in the field. These users support a wide range of customers and scenarios, from equipment service needs to supply availability and order-related questions, and rely on clear information, efficient workflows, and reliable systems to do their work well. 

In this role, you’ll focus on simplifying complex, time-sensitive work and reducing friction across the moments that matter most during service interactions. You’ll spend time understanding how agents and technicians actually do their work, where breakdowns occur, and how better tools can improve speed, accuracy, and confidence. 

This role is ideal for someone who enjoys untangling operational complexity and building experiences that help frontline teams deliver fast, accurate, high-quality support across a wide range of customer needs. 

Responsibilities 

Product Ownership & Strategy 

• Own the vision, outcomes, and roadmap for the Agent & Technician Experience 

• Define the most important user and business problems to solve, with clear success metrics tied to speed, accuracy, service quality, and confidence 

• Balance near-term workflow improvements with longer-term opportunities to strengthen insight, consistency, and enablement across support interactions 

Discovery & Delivery 

• Lead discovery through field observation, shadowing, user research, data analysis, and experimentation 

• Translate insight into clear priorities, roadmaps, and product requirements 

• Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy 

• Use performance data and user feedback to guide iteration and continuous improvement 

Frontline Experience & Enablement 

• Build deep understanding of how agents and technicians diagnose issues, respond to questions, and coordinate resolution across a range of customer scenarios 

• Improve access to timely, relevant information and guidance at critical moments during service interactions 

• Design workflows that support consistent execution while remaining flexible enough to handle complexity, exceptions, and variation in customer needs 

• Explore opportunities to apply data, automation, or intelligent assistance to support faster, more confident resolution 

Collaboration & Influence 

• Align with service, operations, analytics, and adjacent product teams on goals, dependencies, and measures of success 

• Communicate priorities, trade-offs, and decisions with clarity and conviction 

• Contribute to a culture of learning, accountability, and continuous improvement within the product organization 

Key Qualifications 

• 5+ years in product management or related fields (engineering, design, data, research) 

• Education: Bachelor’s degree or equivalent practical experience

• Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact 

• Proficiency in modern discovery and delivery practices 

• Strong analytical thinking, with comfort using data and experimentation in decision-making 

• Clear, compelling communication across technical and non-technical audiences 

• Ability to balance multiple priorities and make thoughtful trade-offs in complex environments 

Preferred Qualifications 

• Experience with operational workflows, customer support tools, or field service environments 

• Familiarity with case management, scheduling, triage, or dispatch systems 

• Exposure to products that support high-volume, time-sensitive work 

• Understanding of how frontline teams use technology in real-world settings 

• Comfort working in domains where speed, accuracy, and reliability are critical 

Skills 

• Product Thinking - Connects user needs, business context, and technology into clear direction. 

• Customer Insight - Builds deep understanding of behaviors and workflows; translates insight into opportunities. 

• Analytical Judgment - Defines success metrics, uses data to focus the team, and applies experimentation to validate decisions. 

• Influence & Communication - Brings clarity to ambiguity and guides alignment across teams. 

• Execution Excellence - Balances long-term direction with near-term delivery; ensures quality, speed, and reliability. 

• Learning Mindset - Adapts to new information; embraces iteration and continuous improvement. 

• Collaborative Leadership - Builds strong partnerships with engineering, design, data, and operations; fosters inclusive teamwork.