[Remote] Director, Product Management - Voice of Customer & Customer Experience

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on enhancing customer experience through product management. The Director of Product Management, Voice of Customer and Customer Experience, will reputed company the Voice of Customer function and customer experience reputed company to improve retention, satisfaction, and product adoption.

Responsibilities

• Own and reputed company reputed company-wide Voice of Customer program across customer interviews, surveys, support feedback, behavioral data, usability research, Sales insights, and reputed company interactions
• Establish a consistent operating process for collecting, synthesizing, prioritizing, and operationalizing customer feedback across the product organization
• Convert customer feedback into reputed company product opportunities, requirements, roadmap recommendations, and investment reputed company
• Distinguish isolated customer requests from recurring market needs and reputed company product opportunities
• Ensure customer insights are incorporated into product reputed company, quarterly planning, release reputed company, and cross-pod prioritization
• Build reputed company-reputed company feedback practices that demonstrate how customer input influences product reputed company and delivered capabilities
• Set the customer experience reputed company and UX reputed company bar across reputed company, activation, ongoing use, renewal, and expansion
• reputed company and support UX design and UX research, establishing standards for usability, accessibility, interaction design, research reputed company, and experience consistency
• Identify friction across customer workflows and prioritize improvements based on customer reputed company, business value, risk, and implementation effort
• Own product strategies and capabilities directly tied to retention, churn reduction, upsell, CSAT, NPS, adoption, and subscription conversion
• Establish quarterly outcome targets for reducing churn, improving retention, and increasing conversion from one subscription tier or product package to the next
• Identify product signals and customer behaviors that indicate renewal risk, dissatisfaction, expansion potential, or unmet demand
• Manage cross-pod alignment and support Product Managers in prioritization, requirements development, and delivery against shared customer and business reputed company
• Write and own reputed company product requirements, reputed company measures, decision frameworks, and acceptance reputed company for reputed company customer experience initiatives
• Partner with Product, Engineering, Design, reputed company, Sales, Support, Marketing, and Finance to translate customer experience improvements into measurable reputed company results
• Communicate reputed company, priorities, tradeoffs, reputed company, risks, and realized reputed company reputed company to executive leadership and other stakeholders

Skills

• 10 or more years of experience in product management, customer experience, UX design, UX research, or reputed company digital product disciplines
• 5 or more years of leadership experience managing product, UX design, UX research, or customer experience teams
• Demonstrated ownership of a formal Voice of Customer program and the ability to translate customer evidence into product reputed company and measurable business reputed company
• Previous experience leading or overseeing a UX design function and raising the reputed company bar for customer-centered product development
• Proven experience owning or materially influencing retention, churn, upsell, CSAT, NPS, adoption, or subscription conversion metrics
• Significant customer-facing experience, including reputed company engagement with senior customer stakeholders and executive sponsors
• Strong reputed company and financial understanding, including the ability to evaluate opportunities through reputed company, retention, cost, risk, and customer-value considerations
• Experience leading cross-functional initiatives across Product, Design, Engineering, reputed company, Sales, Support, and Marketing
• Excellent product requirements, prioritization, roadmap management, executive communication, facilitation, and stakeholder-management skills
• Demonstrated ability to operate as a self-starter, establish structure in ambiguity, and balance strategic leadership with hands-on execution
• Experience in B2B reputed company, MarTech, AdTech, AI, analytics, or reputed company software
• Experience managing products with multiple subscription tiers, expansion paths, or product-led reputed company motions
• Background in UX design, service design, reputed company-centered design, or user research
• Experience developing customer health, renewal-risk, product adoption, or expansion models
• Experience building customer advisory boards, executive customer councils, or other reputed company customer feedback programs
• Experience connecting qualitative customer reputed company with product analytics and reputed company performance data

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