Sr. Product Manager – Omnichannel Operations & Service Enablement

We’re seeking a customer-centric and execution-focused Omnichannel Product Manager to lead initiatives that empower our operational and service teams through intelligent, connected experiences. This role is pivotal in designing and optimizing tools that leverage AI across chat, text, email, and video—enabling faster resolutions, smarter workflows, and more personalized service delivery across all channels.

Responsibilities:

• Operational Enablement

  • Partner with operations, logistics, and customer service teams to identify workflow inefficiencies and service gaps.

  • Build and enhance internal tools that streamline processes and improve frontline team productivity.

• AI-Powered Service Experience

  • Integrate AI capabilities into omnichannel platforms to support chatbots, automated email responses, smart routing, and video-assisted service.

  • Collaborate with data science and engineering teams to deploy machine learning models that improve customer interactions and operational decision-making.

• Omnichannel Continuity

  • Ensure consistent customer experiences across digital, in-store, and support channels.

  • Design features that enable seamless transitions between channels, preserving context and personalization.

• Product Development & Execution

  • Own the roadmap for service enablement tools and AI-powered features.

  • Translate operational needs into scalable product solutions, working closely with engineering, design, and AI teams.

• Cross-Functional Collaboration

  • Act as the voice of service and operations in product planning and prioritization.

  • Facilitate feedback loops between frontline teams and product development to ensure alignment and responsiveness.

• Analytics & Performance

  • Define KPIs for operational efficiency, AI adoption, and service quality.

  • Use data to validate improvements, monitor usage, and iterate on solutions.

Qualifications:

• 5+ years of product management experience, ideally in retail, logistics, or customer service environments.

• Experience deploying AI or automation tools in customer service or operational contexts.

• Strong understanding of omnichannel systems, CRM platforms, and service workflows.

• Excellent communication and stakeholder management skills.

• Analytical mindset with experience in data tools (e.g., Tableau, Power BI, SQL).

• Familiarity with agile methodologies and service design principles.

Bonus Points

• Experience with conversational AI platforms, NLP, or video-based support tools.

• Background in operations, customer support, or field enablement.

• Passion for empowering teams and improving service outcomes through technology.

Why Join The Team

• Drive impact where it matters most—on the front lines of customer experience.

• Collaborate with passionate teams across product, operations, and AI.

• Competitive compensation, benefits, and career growth opportunities.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 110,700 - 184,500 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit