Product Manager (CX Applications)

Join our team as a Product Manager for CX Applications, where you will own the roadmap, priority, and business value for our customer experience applications estate. This internal-facing platform product role focuses on the post-sale customer lifecycle, driving intelligent automation, and optimizing the platforms that power customer support, education, and retention. You will work closely with various stakeholders, drive the AI and automation agenda, and own the internal user experience and adoption of the platforms.

Missions

• Own the product strategy, roadmap, and optimization of customer experience applications, focusing on driving intelligent automation and AI-native solutions.
• Collaborate with stakeholders to identify operational pain points and convert them into prioritized platform solutions, ensuring alignment with business goals.
• Measure and improve the internal user experience and adoption of the platforms, using data and feedback to drive continuous improvement.

Profil recherché

- SaaS product experience across both B2B and B2C contexts

- Demonstrable product management of customer support or contact-centre platforms (Zendesk, CCaaS or equivalent)

- Experience deploying AI or automation in a support context, or a clear track record of driving intelligent automation on a platform estate

- Exposure to customer success and/or customer education platforms and the retention and adoption outcomes they drive

- A track record of driving platform adoption and internal user experience, using usage data and user feedback to improve the tools

- Experience with Forethought or comparable AI support tooling, Zoom CCaaS, and a CSP (such as Gainsight or Totango)

- Familiarity with the seam between platform product and a central AI or data function

- Hospitality or high-volume service environment experience