FBS Sr. Customer Experience Product Manager

Job Description:

Responsibilities

•  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 escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution
•  Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc
•  Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements
•  Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution
•  Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning
•  Identify and scope opportunities to utilize AI, machine learning, and automation to optimize digital experience operations and agent support processes
•  Collaborate with product owners to build AI?informed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting
•  Manage AI?enabled dashboards and monitoring systems that surface real?time anomalies, experience dips, and emerging performance trends
•  Partner with CX, analytics, and engineering teams to run A/B tests leveraging AI?generated variants, measuring uplift and customer impact
•  Translate customer and agent insights using AI?powered analytics (e.g., text/sentiment analysis, pattern detection) into actionable recommendations for journey improvements
•  Apply GenAI capabilities to improve team operations, e.g., automated insights summaries, triaging, root cause analysis drafting, and workflow documentation

Qualification & Experience

•  Overall experience >8 years, 5+ years' experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change. 6+ years of combined experience required in analytics, performance reporting, and/or process improvement
•  Advanced project and process management experience. Agile preferred
•  Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field
•  Master's degree preferred in Management, Analytics, Artificial Intelligence
•  Experience working with AI/ML?driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics)
•  Background or coursework in AI, machine learning, data science, or human?centered AI preferred
•  Demonstrated ability to translate technical AI concepts into business language for non?technical stakeholders
•  Availability to work in PST time zone