About the Role
The company Customer Service (CS) is a large and global organization, dedicated to providing exceptional support to our customers. We are seeking an experienced customer-obsessed product leader to join the Customer Experience Improvement organization within Customer Service. As a member of the Emerging Stores team of product managers, program managers, and business analysts, you will address customer friction, identify its sources, and drive strategic improvements to enhance customer experience (CX). Your team will manage the roadmap for Emerging Stores CX initiatives while addressing emerging issues that require immediate solutions.
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Key Job Responsibilities
This role involves utilizing your expertise and judgment to synthesize diverse inputs from large customer segments and stakeholders to establish a vision and design effective long-term solutions. You will analyze customer friction data to pinpoint major opportunities and create compelling improvement proposals. This requires tackling complex problems where defects create friction across various stages of the customer journey. You will collaborate with multiple organizations and leadership teams to influence and foster agreement on priorities.
- Partner with product and technology teams, both within and outside the company Customer Service, to drive innovation and improvements to enhance service experiences.
- Develop sustainable mechanisms for defect elimination, including building dashboards and tools that illustrate customer impact, designing processes to identify problems proactively, and establishing metrics focused on achieving goals.
- Balance tactical and strategic efforts to deliver impactful results.
This is the right role for you if:
- You can adeptly manage complex problems and recognize both visible and hidden risks.
- You excel at clearly articulating complex technical issues to drive consensus among stakeholders.
- You think strategically to allocate resources effectively while resolving bottlenecks.
- You create scalable mechanisms and best practices, effectively influencing cross-organizational collaboration.
- You possess a deep customer obsession and can translate that into measurable improvements in customer experience.
A Day in the Life
- Lead customer experience initiatives by identifying and eliminating sources of friction.
- Create scalable mechanisms for collaboration across cross-functional teams and drive organizational change.
- Implement data-driven strategies to detect issues, surface customer pain points, and initiate upstream actions across organizations.
- Understand the impact of AI on CX product architectures, product development, and customer workflows; leverage AI to accelerate learning cycles, foster innovation, and enhance decision-making.
- Influence strategic directions, customer adoption choices, and organizational priorities through high-quality analytics and communication.
- Advocate for customers in product, design, and operational decisions within and across organizations.
- Deliver measurable outcomes that align with organizational goals.
- Develop and present clear narratives to promote alignment and facilitate decision-making.
Basic Qualifications
- 5+ years of experience in product or program management, product marketing, business development, or technology.
- Bachelor’s degree or equivalent.
- Proven experience in owning and driving roadmap strategy and definition.
- Experience with end-to-end product delivery.
- Familiarity with feature delivery and making trade-offs within products.
- Experience as a product manager or product owner.
- Experience in managing technology products.
- Proficiency in either Arabic, Turkish, or Spanish.
Preferred Qualifications
- Experience in influencing senior leadership with data-driven insights.
- Demonstrated ability to work across functional teams and senior stakeholders.
Our inclusive culture encourages everyone to contribute towards providing excellent results for our customers. If you have a disability and require workplace accommodations during the application and hiring process, please seek assistance as needed.
