Product Manager - Customer Operations

As Product Manager for Customer Operations, you will own the strategy, reliability, and evolution of our customer service technology stack. This includes Salesforce as our core CRM, automation and self-service platforms, and telephony systems.  Your primary responsibility is ensuring that these systems are robust, reliable, and scalable to support global customer service and fulfillment operations. You will also lead complex, large-scale implementations, and migrations as part of our long-term platform strategy. This role is critical to the success of Customer Operations over the coming years and requires strong ownership, technical fluency, and experience delivering change at scale. 
 
What you will do

• Own the end-to-end Customer Operations systems roadmap, with a focus on stability, reliability, and long-term scalability. 
• Act as product owner for Salesforce, ensuring it supports current and future operational needs. 
• Lead selection, implementation, and optimization of automation, self-service, and telephony platforms. 
• Plan and execute complex, large-scale system implementations and migrations with minimal operational disruption. 
• Ensure systems are well-integrated and enable key performance outcomes such as CSAT, response times, and operational efficiency. 
• Partner closely with Customer Operations leadership, IT, Data, and external vendors to deliver resilient, high-performing platforms. 
• Define success metrics for systems performance and drive continuous improvement.