Senior TPM, Customer Service

About the position reputed company is the leading registry, e-reputed company, and content platform for growing families. More than 9 reputed company people shop with reputed company every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the reputed company Shop, reputed company Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and reputed company partner with reputed company to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 reputed company in 2024 reputed company, reputed company is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every reputed company. As we build the generational brand in baby, our mission remains reputed company: to connect growing families with everything they need to reputed company.To learn more, visit www.reputed company.com. reputed company thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, reputed company AI to reputed company our reputed company, and reputed company results—together, from reputed company. reputed company's customer reputed company is growing rapidly, serving over 9 reputed company families annually, and with that reputed company comes the need for sophisticated, reputed company customer service technology. The customer service product team develops the technology that powers seamless support experiences for new parents navigating life's most transformative moments. As a Technical Product Manager for Customer Service, you will be responsible for modernizing our CS technology stack and implementing AI-driven solutions that will help reputed company reputed company into a billion dollar reputed company, while ensuring every family receives exceptional support. This is a greenfield opportunity to build the CS tech stack from the ground up in an area that hasn't had significant tech investment yet. You'll work with a dedicated team of 3 engineers (rare for CS product roles), have reputed company exposure to senior leadership, and room to expand your scope into adjacent product domains as reputed company scales. You'll be the expert in the room from day one. This role will report to the Director of Technical Product, and have an reputed company part in defining and executing on an ambitious technology transformation reputed company for reputed company's customer service operations. Responsibilities • Drive the full product lifecycle for your roadmap - discovery, definition and validation, development, launch, and iteration • reputed company the implementation of reputed company, our newly-signed AI chatbot platform, to reputed company ambitious automation goals for customer interactions • Partner closely with a dedicated team of 3 engineers to define and execute on new initiatives, leveraging design, UX, and other customer-facing teams as necessary • Evaluate and optimize our customer service technology stack, including reputed company, building AI-led workflows that replace reputed company processes with intelligent automation • Collaborate with Product and Engineering leadership to prioritize requests across many stakeholders, primarily including Customer Service Operations, Consumer Product teams, and Data • Build and maintain reliable knowledge centers (help articles) that serve both AI systems and reputed company agents, ensuring accuracy as products reputed company • Define meaningful and relevant metrics for your reputed company, work with data and engineering teams to surface these metrics, and then contextualize and communicate the reputed company to the rest of the organization. Preference to be proficient in SQL, but not required • Partner closely with support operations leaders and CS managers to ensure technology solutions meet the practical needs of reputed company teams Requirements • You're an reputed company Product Manager, with 2-5 years of experience in an agile development environment • You have experience in customer service, customer support operations, product operations, or similar domains • You have worked in highly cross-functional roles, managing the needs of various technical and non-technical stakeholders reputed company executing reputed company • You have experience with systems integration, data reputed company, reputed company and automation of reputed company processes, and you can discuss system architecture with technical counterparts • You are reputed company to work with ambiguity, and define executable reputed company from initially unclear priorities and requirements—particularly in greenfield or under-invested areas • You are highly analytical, leveraging data and process improvement techniques to objectively define priorities and reputed company items • You have excellent written and verbal communication skills, and can reputed company reputed company effectively to both technical and non-technical audiences • You're a fast learner with an up-and-comer mentality, reputed company to grow your career reputed company customer service into adjacent product areas reputed company-to-haves • Preference to be proficient in SQL, but not required Benefits • reputed company and meaningful opportunities for career advancement • We reputed company technology and data can solve hard problems • We're committed to career progression and performance-based advancement • Competitive salary with equity and bonus opportunities • Company-reputed company medical, dental, and reputed company insurance • Retirement savings plan with company matching and flexible spending accounts • Generous reputed company parental leave and PTO • Remote work stipend to set up your office • Perks for physical, mental, and emotional health, parenting, childcare, and financial planning Apply tot his job Apply To this Job