Senior Product Manager, Customer Operational Excellence

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 for Customer Operational Excellence owns the digital tools that help customers resolve issues with their equipment, reporting problems, troubleshooting, tracking progress, and knowing what to expect next. You will focus on making these interactions clearer and easier, reducing uncertainty at moments when customers need reliable support. 

You’ll guide your team in simplifying key tasks, improving transparency, and surfacing the information customers need to move forward with confidence. As equipment becomes more connected, you’ll also explore opportunities to bring meaningful insight into equipment status, health, and expected needs, helping customers stay informed and resolve issues more proactively. 

This role is a good fit for someone who enjoys improving customer-facing workflows and sees the potential to turn a traditionally reactive process into an experience that feels more intuitive, timely, and insight-driven. 

Responsibilities:

Product Ownership & Strategy 

• Own the vision, outcomes, and roadmap for the Customer Operational Excellence experience 

• Define the most important customer and business problems to solve, with clear, measurable success metrics 

• Balance near-term improvements with longer-term opportunities to make service interactions more proactive, transparent, and insight-driven 

Discovery & Delivery 

• Lead discovery through customer research, data analysis, prototyping, 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 

• Continuously iterate based on performance data, customer feedback, and operational signals 

Customer Experience & Insight 

• Build deep understanding of customer service and equipment-support workflows, especially moments of uncertainty or friction 

• Improve clarity, transparency, and confidence across issue reporting, troubleshooting, and status tracking 

• Explore opportunities to surface meaningful insight from connected equipment, diagnostics, or service data 

Collaboration & Influence 

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

• Align with partners across service, operations, analytics, design, and engineering on goals, dependencies, and measures of success 

• 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 building customer-facing products that support operational or service workflows 

• Familiarity with ticketing, troubleshooting, or status-tracking systems 

• Understanding of how customers use operational data to make decisions or plan next steps 

• Experience applying AI or intelligent guidance to support troubleshooting or proactive insight 

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.