Product Manager - Customer Experience The Sleep Company

About The Sleep Company

Job Description

We are seeking a strategic and customer-obsessed Senior Product Manager to lead efforts in transforming the end-to-end customer experience through automation, AI, and process innovation. This role is pivotal in reducing customer contacts without compromising experience quality. You will work across the organization to identify systemic gaps in customer and order journeys, and build intelligent, scalable solutions that enhance satisfaction while improving efficiency. Key Responsibilities Own the product vision and roadmap for customer experience automation, including chatbots, self-service solutions, and AI-powered tools. Understand and map the end-to-end order journey and customer lifecycle, identifying friction points and opportunities for automation. Analyze system and process-level gaps that drive customer contact, and partner with relevant teams to close them. Collaborate with multiple cross-functional stakeholders, including engineering, operations, CX, data, and design to build and launch impactful solutions. Define, track, and report on success metrics such as contact rate reduction, CSAT, NPS, and resolution time. Ensure a balance between automation and the human touch to maintain a positive and empathetic customer experience Requirements 6+ years of experience in product management, with a strong focus on customer experience, support platforms, or operational automation. Deep understanding of customer journeys, order fulfilment flows, and support escalation paths. Demonstrated success in launching chatbot, automation, or AI-led CX solutions. Strong analytical mindset with experience in identifying system and process inefficiencies. Proven ability to lead cross-functional initiatives and influence without direct authority. Excellent communication, prioritization, and stakeholder management skills. Familiarity with agile product development practices and modern product tooling.,