Principal Product Manager, Customer Experience Technology in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Principal Product Manager, Customer Experience Technology in United States.
This role sits at the heart of a high-growth marketplace, responsible for shaping the technology and intelligence systems that power end-to-end customer support experiences. You will define the long-term vision for a unified support ecosystem that blends leading CRM platforms with AI agents and LLM-driven automation. The position focuses on transforming support from a reactive function into a proactive, strategic advantage that improves efficiency, customer satisfaction, and partner success. You will work across product, engineering, data science, and operations teams to build scalable solutions that directly impact millions of users. This is a senior leadership role requiring strong product thinking, systems design expertise, and the ability to influence across complex organizations. The environment is fast-paced, data-driven, and highly collaborative, with significant visibility at the executive level.
- Define and execute the product vision and roadmap for a unified customer experience and support technology ecosystem
- Lead the transformation of support systems from reactive ticketing to proactive, AI-first and automation-driven solutions
- Own strategy for integrating and optimizing platforms such as Salesforce and Zendesk, including build vs. buy decisions
- Drive development and scaling of AI agents, LLM-powered tools, and self-service support capabilities to improve efficiency and customer satisfaction
- Design onboarding and support frameworks that balance speed, quality, and user experience across partner and customer journeys
- Establish and track key support metrics (e.g., cost-per-resolution, CSAT, LTV impact, AI performance) and deliver executive-level insights
- Partner with engineering, data science, and product teams to incorporate Voice of Customer insights into product strategy
- Influence cross-functional roadmaps and ensure alignment across business and technical stakeholders
Requirements:
- 10+ years of product management experience in customer experience, support platforms, or business operations technology
- Deep expertise in Salesforce and Zendesk, including integrations, configuration, and workflow optimization
- Proven experience delivering AI-driven support solutions, chatbots, or automation at scale in complex environments
- Strong analytical skills with the ability to translate data into actionable product decisions and prioritization
- Excellent communication skills with the ability to present complex ideas to executive and cross-functional audiences
- Strong leadership presence with proven ability to influence without direct authority
- Experience working in marketplaces, real estate, or similar multi-sided platforms is a plus
- Strong organizational, prioritization, and execution skills in fast-paced environments
- Expertise in consultative product development, including stakeholder alignment and strategic problem-solving
Benefits:
- Competitive base salary ranging from $169,300 to $284,700 depending on location and experience
- Eligibility for equity awards based on performance and role level
- Flexible remote-first work model across the United States
- Comprehensive healthcare coverage including medical, dental, and vision plans
- Retirement savings plans and financial wellness support
- Paid time off and flexible work arrangements
- Strong learning, development, and career growth opportunities
- Inclusive and collaborative culture with high-impact product work
- Exposure to large-scale consumer marketplace innovation and AI transformation.