Job Title:
AI-Driven Customer Experience Manager
About the Role:
We're seeking a skilled Product Manager to oversee key product initiatives and shape the future of AI-powered customer service. This role involves identifying high-impact opportunities, defining solutions, and delivering meaningful outcomes in a given quarter. You'll work cross-functionally with engineering, design, and commercial teams to bring innovative AI-driven features to market while ensuring they solve real customer problems.
Your Responsibilities:
1. Drive AI-powered innovation – Identify and shape opportunities for AI to increase automation, efficiency, and customer success.
2. Own the roadmap & execution – Define product priorities, set clear goals, and deliver impactful outcomes in a given quarter.
3. Analyze product usage, customer feedback, and performance metrics to inform decisions and measure success.
4. Shape product work effectively – Work closely with design and engineering teams to develop intuitive, scalable, and high-quality solutions.
5. Understand the customer deeply – Engage with users to understand pain points, improve workflows, and ensure AI enhances—not hinders—their experience.
6. Balance AI and automation thoughtfully – Ensure that AI-driven features enhance, rather than complicate, the support experience.
7. Cross-functional collaboration – Partner with commercial, success, and engineering teams to ensure alignment on goals and execution.
Requirements:
* 8+ years proven experience in product management, ideally in SaaS, customer support, or AI-driven products.
* Strong product thinking and design sense – Ability to shape product work that is intuitive, scalable, and delivers meaningful customer value.
* Outcome-oriented mindset – Focus on delivering measurable impact rather than just shipping features.
* Data-driven decision-making – Comfort in analyzing data, running experiments, and iterating based on results.
* Customer-savvy – Ability to understand customer needs and translate them into effective product solutions.
* Domain knowledge in AI & LLMs is beneficial but not required – Familiarity with AI-driven automation and the evolving role of LLMs in customer support is a plus.
Benefits:
eDesk helps online retailers deliver extraordinary customer service everywhere they sell. Our tools streamline customer support processes and deliver business insights, allowing eCommerce brands to resolve customer queries quicker and focus on selling more and realizing their growth potential.
About eDesk:
We're an award-winning platform providing artificial intelligence powered automation tools to help eCommerce businesses thrive in the competitive online marketplace. We're committed to empowering our customers with innovative solutions to drive success and growth.