Product Manager (CX Applications)

• This is an internal-facing platform product role, owning the roadmap, priority and business value for the customer experience applications estate
• This role does not line-manage the developers, administrators and integration engineers who build on these platforms; that delivery organisation sits within Business Applications under a separate leader
• The role owns the why and the what, and influences the how and the when through evidence, relationships and a clearly reasoned roadmap
• We are hiring for someone who operates independently, sets their own standards, and raises the maturity of how the enterprise uses its core platforms
• This is not a backlog-administration role
• The purpose of the role is to own the product strategy, roadmap and optimisation of the platforms that power the post-sale customer lifecycle: serve, educate and retain
• The support side of this estate is AI-heavy, and a core part of the role is driving intelligent automation while protecting service quality
• The education and success side directly supports adoption, retention and expansion
• A central expectation of the role is to move the estate toward an AI-native, end-to-end platform: a connected customer journey from support through education to success, with data and workflow joined across the tools and AI embedded across the flow rather than confined to individual products
• This includes driving AI-native ways of working within the customer experience estate and designing toward that end-to-end platform in coordination with the GTM Applications product manager and, in particular, the AI Enablement function, given the significant AI overlap in this estate
• The experience of the internal users of these platforms — the support agents, services and customer-success teams who work in them daily — is a primary measure of success, including their adoption, in-tool efficiency and the removal of friction
• Customer-facing UX and UI direction continues to sit with Support Enablement; this role’s focus is the internal-user side
• Platforms Owned:
• Zendesk (support and ticketing, knowledge base, community, and customer portal)
• Forethought (AI support automation)
• Zoom CCaaS (contact centre)
• External customer LMS (education, training and certification)
• Customer Success Platform (CSP), including leading its evaluation and selection where one is not yet in place
• Own and maintain a prioritised, outcome-based roadmap across the customer experience applications estate, tied to measurable results (deflection, resolution time, CSAT, cost to serve, customer adoption, retention and expansion)
• Run structured discovery with support, services, customer success and customer education stakeholders; convert operational and lifecycle pain into prioritised platform solutions
• Drive the AI and automation agenda across the estate, including where Forethought and Zoom AI capabilities are deployed, and design toward a connected, end-to-end service-to-retention platform rather than disconnected point tools, in explicit coordination with the AI Enablement function to avoid duplicated effort and align on shared tooling and standards
• Own the internal user experience and adoption of the platforms in scope: measure how effectively agents and internal teams use the tools, remove friction, and treat low adoption or workarounds as product problems to solve rather than user error
• Own the platform and system roadmap for the customer LMS and CSP, partnering with Support Enablement, which today owns these tools and their content and UX/UI direction. Where a CSP is not yet in place, lead its evaluation and selection. This scope includes establishing CSP-to-LMS integrations, which have not previously been part of Business Applications’ feature development
• Own the value case and prioritisation for the estate, and defend trade-offs to senior service, success and support sponsors
• Partner with the delivery organisation to sequence and deliver work, holding discovery, documentation and definition-of-done standards without directly managing the engineers
• Contribute significantly to vendor selection, negotiations and renewals across Zendesk, Forethought and Zoom, and lead experimentation and adoption of new features. Vendor negotiations and contract renewals are led by the VP and the Director, Global Business Applications, with the commercial and contractual process run by procurement
• Establish and maintain product documentation, decision logs and configuration rationale for the estate
• Define and report the metrics that demonstrate service quality, efficiency and customer lifecycle value from platform investment

Benefits

• Paid Time Off
• Charity Days
• Paid Maternity/Paternity Leave
• Medical Care Insurance
• Refer a Friend Bonus
• Employee Assistance Program
• Birthday Off
• Corporate Discounts
• Corporate and Team-building Events
• Health and Wellbeing Initiatives
• Retirement Plans- Experience deploying AI or automation in a support context, or a clear track record of driving intelligent automation on a platform estate
• Exposure to customer success and/or customer education platforms and the retention and adoption outcomes they drive
• SaaS product experience across both B2B and B2C contexts
• Demonstrable product management of customer support or contact-centre platforms (Zendesk, CCaaS or equivalent)
• A track record of driving AI-native ways of working into a platform estate, and of designing in end-to-end journeys rather than single applications
• Experience with Forethought or comparable AI support tooling, Zoom CCaaS, and a CSP (such as Gainsight or Totango)
• Familiarity with the seam between platform product and a central AI or data function
• A track record of driving platform adoption and internal user experience, using usage data and user feedback to improve the tools
• Hospitality or high-volume service environment experience