Senior Product Manager, CX Platforms

Overview

Senior Product Manager to set systems strategy and own prioritization for the technology powering Customer Experience and Support teams, covering telephony, routing, case management, and identity verification.

What you'll do

• Partner with CX leaders to establish systems and platforms strategy, then turn that strategy into concrete product and process requirements and drive them through to implementation
• Own prioritization and sequencing of the CX platform backlog, building a clear framework to evaluate competing requests from CX and Support leaders and frontline feedback, and explain the tradeoffs behind each decision
• Partner with operational subject matter experts to understand current-state processes and what needs to change, then translate that into clear technical requirements and PRDs
• Partner with dedicated Enterprise Systems resources on workflow design, platform configuration, testing and QA, and launch across core platforms, including Salesforce and Amazon Connect
• Represent CX and Support on enterprise infrastructure projects, ensuring queue, telephony, and case management infrastructure reflects how teams are structured as that structure evolves
• Work within broader cross-functional programs as the owner of the requirements and infrastructure workstream
• Through in-depth data and product analysis, identify opportunities to improve existing tooling and ensure full use of existing platform capabilities before recommending new tools or custom builds
• Define and track post-launch success metrics, such as handle time, transfer rates, and first-contact resolution, to evaluate impact and iterate
• Build deep knowledge of support workflows, with room over time to take on a larger role in shaping strategy, not just executing it

What you'll need

• 6+ years of experience in product management, business systems, or CX platform roles
• Hands-on experience building roadmaps, prioritizing backlogs, managing sprints, and writing PRDs or equivalent requirements
• Demonstrated ability to prioritize across competing requests from multiple leaders, using data and judgment, and hold a clear line when needed
• Strong understanding of support and CX operations, including routing logic, queue management, agent workflows, and telephony mechanics, and how platform changes affect agents and customers
• Ability to translate business needs into well-scoped requirements that platform developers and administrators can execute with minimal back-and-forth
• Experience partnering with technical teams through testing, QA, launch, and post-launch measurement
• Experience working with frontier AI models, Figma, Jira, and other product-focused systems
• Comfort working in ambiguity, with the rigor to document current and future state clearly for technical and non-technical audiences
• Strong communication and stakeholder management skills, with the ability to build trust with frontline teams and senior leaders alike

Nice to have

• Experience with enterprise CX platforms such as Salesforce Service Cloud or Amazon Connect (or comparable CRM, case management, and contact center platforms)

Details

• Location: Bangalore, India
• Work mode: onsite
• Reports into the core CX leadership team; works with a high degree of autonomy
• Not a customer-facing product role