Product Manager, Operational Experience

Seeking a full-time remote Product Manager, Operational Experience to lead the Operational Experience pod, focusing on enhancing the Pair Order Management System (POMS) by defining efficiency metrics, building measurement frameworks, and creating a prioritized roadmap for customer experience improvements. Key responsibilities Own the POMS product vision and strategy, defining and tracking efficiency metrics such as average handle time and error rates Conduct structured discovery to identify customer experience needs through shadowing, interviews, and data analysis Lead agile scrum rituals and collaborate with cross-functional teams to deliver measurable value for the customer experience team Required qualifications 2+ years of product management or an analytically rigorous operational role with experience in building measurement frameworks Experience in a start-up or growth-stage company where processes and metrics needed to be created from scratch Proven ability to work with incomplete data and produce actionable analysis Strong written and verbal communication skills, capable of presenting complex concepts to diverse audiences Familiarity with the software development lifecycle and comfort with technology