Product Manager II - CX and Social Technology Platform

Echo Star is seeking a dynamic and highly collaborative Product Manager to lead the strategy, administration, and technical optimization of our enterprise social listening, digital customer care, and organic engagement SaaS platform. In this role, you will manage and enhance the technology suite that serves as our front line for digital customer interactions, capturing real-time public intent, routing and resolving customer care inquiries from social channels, supporting the organic marketing team, and administering targeted customer feedback surveys.

You will sit at the critical intersection of digital care operations, marketing strategy, and technical execution. You will collaborate deeply with IT and SaaS platform vendors to maintain real-time conversational feeds, configure workflows, and leverage cutting-edge AI features. Additionally, you will partner with key business stakeholders—including Social Customer Care, Brand & Content Marketing, Voice of Customer (VoC), and Product—to optimize care workflows, design pulse surveys, track digital SLAs, and enable the delivery of actionable social listening insights.

If you excel at transforming social conversations and care interactions into operational efficiency and executive intelligence, we want you on our team.

What Success Looks Like (Objectives):

Act as a product lead for the enterprise digital customer engagement SaaS platform; understand business requirements and develop solutions to enable teams to deliver business objectives

Configure and refine social listening queries, across major social networks and digital channels

Maximize native platform AI and NLP capabilities to reduce response times (SLAs) and streamline case resolution

Partner with enterprise data warehouse and technical teams to ensure social listening metrics, care case histories, and survey responses flow reliably into central data stores for cross-channel CX analysis

Build and maintain unified dashboards for Social Care Operations, Product Teams, and Marketing Teams. Merge these metrics into executive reports that drive continuous CX improvements

Design, configure, and deploy targeted post-interaction care surveys and digital feedback intercepts (CSAT, NPS) across messaging and social channels to capture immediate post-care sentiment

Evaluate vendor product release notes, champion feature adoption, and facilitate platform training

Core Skills, Competencies, and Key Experiences (What you’ll bring)
In-depth understanding of digital customer service operations, social customer care, messaging channel nuances, and organic social media publishing workflows

Proven ability to translate operational requests into technical configurations

Practical experience leveraging text analytics, natural language processing (NLP), intent modeling, and generative AI features to classify open-text mentions

Proficiency in constructing boolean search strings, categorizing themes/topics, and setting up real-time listening monitors to capture brand feedback and competitive benchmarks

Sound knowledge of Voice of Customer (VoC) methodologies and transactional survey design (CSAT/NPS)
Skill in configuring native platform dashboards and synthesizing care efficiency metrics, sentiment scores, and social media learnings into clear executive summaries

Candidates must be willing to participate in at least one in-person interview.

Minimum Requirements:

Minimum Education:

Bachelor’s Degree in Business, Communications, Marketing, Computer Science, or a closely related field

Minimum Experience:

5 years of experience in product management, customer care technology, or social media operations

Required Technical

Skills:

Direct hands-on experience administering unified enterprise customer experience, social listening, or…