Group Product Manager, Customer Engagement & Experience

About the role

Lead the product group responsible for retail customer support experiences, spanning AI self-service, human concierge support and social channels, with the goal of automating most customer contacts while keeping quality high.

What you will do

• Set the multi-year vision, strategy and roadmap for retail support experiences, aligning engineering, design, data and CX teams
• Advance AI self-service and automation across product surfaces, help center and chat, voice and social channels with clean AI to human hando
• Direct the strategy for a dedicated human concierge program paired with AI tooling for high-value customers
• Build proactive support that detects and resolves issues before customers reach out and turns social moments into trust builders
• Grow and mentor a globally distributed product group with a high bar for craft and customer outcomes

What they look for

• 5 or more years leading product management teams, including senior PMs, and influencing across large cross-functional organizations
• Experience delivering AI-powered products such as LLM assistants, agentic workflows, intelligent routing or automation with proper controls
• Ability to define measurable outcomes like automation rate, quality, customer effort and retention, instrument surfaces and prioritize with
• Comfort using AI to speed up work while keeping human oversight