Product Manager 2, Customer Care Experience

What you'll do

• Own the end-to-end roadmap, intake, and triage for core customer service platforms and account servicing tools.
• Define and communicate a clear product vision and strategy aligned with business priorities and customer evidence.
• Prioritize the feature backlog and develop quarterly and annual roadmaps based on complexity, impact, and organizational strategy.
• Embed with engineering squads to manage the daily backlog, agile ceremonies, and feature releases.
• Write requirements, user stories, and testable acceptance criteria while verifying built features before release.
• Design measurement plans and run experiments to monitor KPIs like resolution time and customer satisfaction.
• Partner with Fraud and Risk teams to balance a frictionless customer experience against the cost of abuse.
• Use AI tooling to prototype and test ideas with customers and care professionals before committing engineering capacity.

What we're looking for

• Must have 3+ years of product management experience with measurable customer or business outcomes.
• Must have a Bachelor's degree in Business, Math, Engineering, Computer Science, or equivalent experience.
• Must have a solid technical background and understanding of software development principles, including Agile development.
• Must be proficient in data analysis and performance metrics to independently drive roadmap adjustments.
• Must possess strong verbal and written communication skills for presenting to various levels within a matrixed organization.
• Must be able to work in the Seattle, WA office a minimum of 4 days per week.
• Customer service, contact center, CRM, or agent-tooling experience is preferred.
• Exposure to fraud and risk, AI-assisted service, or implementing commercial service platforms is preferred.