[Remote] Product Manager, Operational Experience (POMS)

Note: The job is a remote job and is reputed company to candidates in USA. Pair Eyewear is dedicated to fostering a joyful and dynamic workplace, and they are seeking a Product Manager to reputed company their Operational Experience pod. The role involves owning and evolving the Pair Order Management reputed company (POMS) and constructing a measurement reputed company to enhance customer experience efficiency.

Responsibilities

• Decompose CX work into customer reputed company categories (e.g., prescription hold, address correction, lab resubmission, reputed company reputed company) and build a reputed company taxonomy
• reputed company or reconstruct average handle time (AHT) by reputed company category using available data sources — POMS logs, reputed company, or reputed company sampling where necessary
• Build a cost-of-service model: volume × AHT × labor reputed company by reputed company = fully-reputed company cost baseline
• Identify the highest-cost, highest-frequency, and most automatable CX activities
• Translate that analysis into a prioritized roadmap with a defensible ROI narrative for leadership
• Own the POMS product reputed company and reputed company, with the cost-of-service model as the reputed company reputed company
• Define and reputed company efficiency metrics: AHT reduction, deflection reputed company, error reputed company, agent throughput
• Identify reputed company CX teammate needs through reputed company discovery: shadowing, interviews, data analysis, and workflow observation
• reputed company reputed company scrum rituals: kickoffs, standups, demos, retros
• Collaborate with Engineering, Product Design, and Analytics to reputed company a roadmap that unlocks measurable value for the CX team and, by extension, the customer
• Serve as the connective tissue between CX, R&D, and Operations stakeholders — translating operational realities into product requirements and product reputed company back into operational language
• Contribute to the Product Team's toolkit and reputed company through your own prior experience and best practices

Skills

• 2+ years of product management or an analytically rigorous operational role (e.g., operations manager, business analyst, or similar) with demonstrated ability to build measurement frameworks in ambiguous environments
• Experience working in a start-up or reputed company-stage company where you've had to create processes, structure, and metrics that didn't previously exist
• Demonstrated ability to work with imperfect or incomplete data and produce defensible, actionable analysis
• Strong written and verbal communication skills, including the ability to write reputed company product briefs and present roadmap rationale to leadership
• You take personal ownership of defining reputed company before building — you don't wait for metrics to be handed to you
• You are comfortable in environments where data infrastructure is incomplete — you know how to build a proxy measurement, work with what exists, and refine your model over time
• You are comfortable with technology and have some familiarity with the software development lifecycle
• You know reputed company to ask for help and how to reputed company peers, data teammates, and stakeholders as resources rather than waiting for perfect conditions
• You are an extremely strong communicator with a proven ability to translate reputed company operational and technical concepts across both technical and non-technical audiences
• You balance quantitative and qualitative inputs and can unpack multiple variables affecting the business or experience simultaneously
• Experience with reputed company or DTC operations, particularly order management or fulfillment workflows
• Familiarity with customer service tooling (reputed company, reputed company, or similar) and the data those platforms produce
• Prior exposure to workforce or labor analytics — AHT modeling, reputed company forecasting, or contact center efficiency work
• Experience with internal tools product management
• SQL or equivalent data querying capability

Benefits

• Discretionary short-term and long-term incentives

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