Customer Experience Product Manager

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We've done the same for our people (VEGgies), finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong.

In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We've done the same for our people (VEGgies), finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong.

We're rethinking emergency care from every angle—from how we run our hospitals to how we support the people working inside them. That's where our headquarters team comes in. Whether building technology to make our hospitals more efficient, recruiting and growing incredible VEGgies, or bringing our brand to life through marketing, our VQ (VEG Headquarters) team makes it all possible—ensuring our hospitals and people have everything they need to help pets and their families.

VEG is a 2025 and 2026 certified Great Place to Work.

We're looking for an experienced and self-motivated Product Manager for a new product squad focused on customer experience initiatives. Our product and engineering efforts until now have been largely focused on internal clinical tooling, building the software that our doctors and nurses use every day to treat patients, save lives, and run our core business. Now, we're ready to bring that same technology investment and intention to our customer experience.

• Drive discovery through customer interviews, usage data, and support insights, validating problems and solutions before committing engineering resources.
• Partner with veterinarians, nurses, and hospital staff to understand clinical workflows, ensuring that new customer experience initiatives don't interfere with hospital operations.
• Work closely with VQ stakeholders to build business cases and quarterly roadmaps that clearly communicate prioritization tradeoffs to the business.
• Build strong relationships across Marketing, Creative, Customer Experience, Customer Research, Data, Growth, Operations, and VQ leadership to align product decisions with VEG strategic priorities.
• Work closely with marketing, brand, and creative teams to ensure customer facing initiatives represent and embrace our unique brand identity.
• Define go to market strategies for new products, working closely with our marketing teams to align on customer facing strategy, messaging, and positioning.
• Define and monitor key KPIs that track the success of new initiatives and products.
• Collaborate with operational and technical support teams to ensure new features and products land well in real hospital environments.
• Write clear product specs, user stories, and acceptance criteria that define the key requirements for new features.
• Collaborate closely with design and engineering through the entire research, design, development, and launch lifecycle of new features and products.
• Participate in key sprint ceremonies to guide and support the product team in the execution of the roadmap.

• Strong product management craft, with experience taking products from discovery through launch, adoption, measurement, and iteration.
• Experience setting product strategy,…