Senior Product Manager, Cx Platforms
- Countries
- India
- Job Types
- product
- Experience
- managers
- Organization Types
- startups, unknown
- Location
- Bengaluru
- Posted Date
- Company
- Ethos Life
AI Summary
Job Description
Senior Product Manager owning CX and Support platform strategy, prioritizing the backlog across telephony, routing, case management, and identity verification. Partners with CX leaders and Enterprise Systems to translate strategy into requirements, deliver solutions on Salesforce and Amazon Connect, represent Support on infrastructure projects, and track post-launch metrics like handle time and resolution rates.
Hard Requirements
- 6+ years experience in product management, business systems, or CX platforms
- Hands-on roadmap building, backlog prioritization, sprint management, and PRD writing
- Ability to prioritize competing requests using data and judgment
- Strong understanding of CX/support operations including routing, queues, agent workflows, telephony
- Ability to translate business needs into well-scoped technical requirements
- Experience partnering with technical teams through testing, QA, launch, and measurement
- Comfort with ambiguity and clear documentation for technical and non-technical audiences
- Strong communication and stakeholder management skills
Soft Requirements
- Experience with frontier AI models, Figma, Jira
- Experience with enterprise CX platforms like Salesforce Service Cloud or Amazon Connect