Customer Experience Product Manager

This role operates at the intersection of digital operations, customer experience, and AI powered transformation. You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance. As a Digital Product Operations Manager, you will:

• Oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements
• Define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels
• Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback
• Manage critical defects and high-priority escalat...