{"id":3191382,"url":"https://alion.io/job/adt-product-manager-service-experience","title":"Product Manager, Service Experience","company":{"id":1765638,"name":"ADT","domain":"adt.com","url":"https://alion.io/company/adt-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":93,"open_postings":55,"ghost_share":0,"stale_share":0.073,"repost_share":0,"time_to_fill_p50_days":104,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Product","role_family":"Product","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Irving, United States","Boca Raton, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":89000,"max_usd":189000,"period":"year","method":"role_country_seniority_unknown","sample_n":7079},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Waterfall","optional":false},{"name":"Power BI","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-23T21:46:54Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-26T14:09:08Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Summary:\nAre you passionate about simplifying complex customer journeys and improving the experiences that matter most across the customer lifecycle?We are seeking a Product Manager, Service Experience to own a portfolio of capabilities spanning customer servicing, collections, retention, cancellations, reinstatements, and other critical lifecycle experiences.\nIn this role, you'll do more than manage a backlog. You'll identify customer and business problems worth solving, define measurable outcomes, and lead cross-functional teams from discovery through delivery. Leveraging customer insights, data, Agile methodologies, and Design Thinking, you'll create experiences that improve customer satisfaction, reduce effort, protect revenue, and drive retention.\nDuties and Responsibilities:\nProblem Discovery & Definition: Define customer and business problems using customer feedback, operational insights, data, and stakeholder input. Focus on root causes, not just requested solutions.\n\nPortfolio & Product Strategy: Own a portfolio of lifecycle experiences and maintain a roadmap aligned to customer, operational, and business outcomes.\n\nOutcome-Based Prioritization: Own the \"what\" and \"why,\" prioritizing investments based on customer impact, business value, risk, effort, and strategic alignment.\n\nProduct Delivery Leadership: Lead cross-functional teams through discovery, delivery, launch, and optimization of customer lifecycle capabilities.\n\nSalesforce Expertise: Serve as the functional owner for Salesforce Service Cloud and related servicing platforms, ensuring effective use of customer, account, and case data.\n\nCustomer & Agent Experience: Design intuitive experiences across self-service and assisted-service channels that simplify customer and employee interactions.\n\nStakeholder Leadership: Partner across Customer Experience, Operations, Collections, Revenue Protection, Engineering, Architecture, and Analytics to align priorities and outcomes.\n\nMeasurement & Optimization: Define success metrics, measure performance, and continuously improve solutions based on customer, operational, and business results.\n\nThe Ideal Candidate Profile:\nWe are looking for a product leader who is equal parts strategist, customer advocate, and delivery leader. You are comfortable navigating customer research, journey design, business strategy, operational processes, and technical delivery. You don't simply accept requests. You seek to understand the problem, evaluate the opportunity, prioritize effectively, and measure success.\nTechnical & Professional Skills:\nProduct Management: Proven track record of managing products or complex capabilities across the full product lifecycle, from discovery and strategy through delivery, adoption, and optimization.\nSalesforce Mastery: Hands-on experience with Salesforce Service Cloud is required. Experience with case management, workflow automation, Experience Cloud, CRM integrations, and customer servicing processes is highly preferred.\nProblem Framing: Ability to create concise problem statements, define target users, identify root causes, and distinguish customer needs from proposed solutions. \nCross-Functional Leadership: Proven ability to align diverse partners, facilitate decisions, resolve ambiguity, and communicate tradeoffs to technical and non-technical audiences.\nAgile Product Delivery: Experience leading Agile product teams through discovery, delivery, launch, and continuous improvement. Comfortable balancing customer needs, business priorities, and technical constraints in a fast-paced environment.\nDesign Thinking: You don't just take orders; you investigate the \"root need\" using empathy mapping and rapid prototyping.\nExperience and Background:\nCustomer Insights/Research Roots: Experience working with customer-facing and agent-facing journeys across web, mobile, contact-center, or case-management channels.\nIT Delivery: You have successfully shipped technical products before. You speak \"API,\" \"Data Schema,\" and \"Deployment Logic\" fluently.\nExperience supporting customer lifecycle journeys including account servicing, relocations, collections, retention, reinstatements, cancellations, contract management, revenue protection, or customer recovery programs.\n\nExperience supporting regulated, policy-driven, or operationally complex customer experiences is beneficial.\n\nWhy You’ll Love It:\nHigh Impact: Your work will shape some of the most critical moments in the customer lifecycle, including servicing, retention, collections, relocations, reinstatements, and customer recovery experiences.\nCustomer-Centered Transformation: You will help simplify complex, fragmented customer experiences.\nModern Pace: Say goodbye to \"Waterfall\" slogs. We move fast, we test often, and we celebrate frequent wins.\nOwnership: Drive strategy, prioritization, and outcomes for a critical customer lifecycle portfolio.\nBonus Points if You:\nHold a Salesforce Certification (Admin, CPQ & Billing, Revenue Management, etc.).\nHave experience with data visualization tools (Tableau, PowerBI) to report on product success.\nCan explain complex technical limitations to a non-technical audience without using a single acronym.","description_format":"text","description_chars":5190,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Security Services","Access Control & Alarm Systems"],"lifecycle":[{"event":"open","at":"2026-10-24T01:44:35Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":104,"reasons":["conf:6","velocity","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/adt-product-manager-service-experience","json_url":"https://alion.io/job/adt-product-manager-service-experience.json","meta":{"generated_at":"2026-10-26T17:27:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23391,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1765638},"rest":"https://alion.io/mcp/rest/get_company?id=1765638"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fadt-product-manager-service-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fadt-product-manager-service-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fadt-product-manager-service-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/adt-product-manager-service-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fadt-product-manager-service-experience"}]}