Product Experience Manager

Description

This role is responsible for executing and managing the day-to-day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience. Reporting to the Episode Experience Lead, this role is hands-on in monitoring, analyzing, and implementing enhancements that improve customer interactions within the episode.
The Episode Experience Manager works closely with frontline teams, product owners, operations, and customer support to identify issues, test solutions, and implement improvements that align with the broader customer experience strategy.

DUTIES AND RESPONSIBILITIES:

• Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions specific to acquisition and retention.

• Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.

• Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer-facing teams to ensure consistent experience delivery.

• Ensure Omni-Channel Consistency – Align experiences across digital, self-service, offline stores, and assisted channels for a seamless customer journey.

• Customer Journey Testing & Optimization – Participate in A/B testing, pilot programs, and real-time adjustments to enhance the episode experience.

• Support Process Improvements & Automation – Identify opportunities to enhance efficiency through automation, AI, and self-service tools.

• Track & Report Experience Metrics – Provide regular performance insights and impact analysis to the Episode Experience Lead.

KPIs:

• Cost to acquire

• Acquisition volumes

• Adoption Rates

• Net Promoter Scores / Customer Satisfaction Scores

• Episode SLAs

TOP 3-5 DELIVERABLES:

• Episode Performance & Pain Point Reports – Regular tracking of key customer insights and operational challenges.

• Process & Journey Enhancements – Execution of specific improvements that reduce friction and improve satisfaction.

• Omni-Channel Experience Alignment – Implementation of initiatives ensuring a seamless experience across touchpoints.

• Experience Testing & Iteration Plans – Execution of pilot programs and customer feedback loops for continuous improvement.

• Stakeholder Coordination & Implementation Support – Close collaboration with teams to ensure smooth and effective experience rollouts.

HIRING REQUIREMENTS:

• Bachelor’s degree in business administration, computer science, or a related field.

• Minimum 5 years work experience focused on product management, product operations, customer experience (CX) management, or growth/digital marketing (MarTech).

• Work experience within the Telecommunications (Telco) or high-growth Technology/SaaS industry is a strong advantage.

• Demonstrated high proficiency in data analysis, including expertise in Excel or Google Sheets, and experience utilizing BI tools (, Looker, Tableau, Power BI) for reporting. Must be proficient in tracking and optimizing Acquisition and Engagement KPIs (, CAC, LTV, conversion rates, NPS).

• Solid understanding of the end-to-end product development life cycle, from discovery and conceptualization to launch and post-launch optimization.

• Demonstrable knowledge and appreciation of core UI/UX principles and a working knowledge of Agile principles and methodologies (, Scrum).

• Highly organized with a proven ability to define and translate high-level business goals into clear, actionable strategies, tactics, and roadmaps.

• Experience in developing financial valuations, business cases, and ROI analyses to acquire funding for initiatives, prioritize features, initiatives, and allocate resources effectively.

• Ability to quickly learn and apply an understanding of complex system architectures and modeling concepts to predict outcomes and identify integration points.

• Excellent written and verbal communication skills with a proven ability to articulate complex product strategies and insights to both technical and executive audiences.

• Possesses a deep, innate customer-centric approach, consistently using customer feedback (quantitative and qualitative) to inform product decisions and enhance the experience.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed

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