Senior Product Manager, Customer Operational Excellence

Senior Product Manager, Customer Operational Excellence

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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.

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.

• 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
• 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
• 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
• 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

• 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

• Experience building customer‑facing products that support…