Sr. Director of Product Management, CX Insights

R&D Full-time

About Birdeye
Birdeye is the leading agentic marketing platform for multi-location brands.

Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions.

Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands.

Senior Director of Product, CX Insights

Location
:
United States

Employment Type
:
Full-time

About the Role

Birdeye is building the next generation of tools that help businesses interact with and serve their customers through actionable intelligence and drive tangible outcomes.

We’re looking for a Senior Director of Product to lead, scale, and define our CX Insights vision and product organization. This is a product leadership role combining global product strategy, team leadership, strategic customer engagement, conversational analytics, and AI-native product innovation.

You should understand how multi-location enterprise businesses transform customer experience using the voice of customers across multiple channels, and be excited about building products in a rapidly evolving category.

What You’ll Own

CX Insights Strategy & Vision

• Lead overall vision, product strategy, and multi-year roadmap for CX Insights products (including customer analytics, feedback aggregation, automated workflows, text analytics, and enterprise conversational analytics).
• Define company-wide standards for how enterprise businesses measure, analyze, and elevate customer interactions and experience.
• Develop capabilities around customer resolution rates, analytics accuracy, sentiment tracking, transcriptions, competitive benchmarking, and emerging CX analytics signals.
• Turn complex conversational behavior, real-time data streams, and large interaction datasets into simple, actionable experiences for business operators and marketers.
• Identify opportunities to move beyond basic analytics into proactive customer workflows, automated responses, and multi-channel follow-ups.

Organizational Leadership & Scaling

• Build, mentor, and scale a high-performing product management team driving CX Insights initiatives.
• Establish product management excellence, operational rigor, and AI-first product development methodologies across the team.
• Partner closely with executive leadership to align product strategy with company-wide revenue and growth objectives.

Customer & Market Development

• Work directly with enterprise customers to understand how they currently handle inbound/outbound communications, customer feedback, and service interactions.
• Partner with C-suite and executive leaders at enterprise customer accounts to shape their AI-driven customer experience strategies.
• Serve as executive sponsor for strategic CX Insights customer accounts and key industry partnerships.
• Lead customer discovery, demos, and working sessions around CX Insights capabilities.
• Identify emerging customer problems before they become obvious product categories.
• Separate durable customer needs from short-term trends in a rapidly changing market.

AI-Native Product Development

• Champion an AI-first product culture, leveraging AI tools extensively for research, market analysis, competitive intelligence, data analysis, prompt engineering, and…