Senior Product Manager, Internal Tools & Marketing Technology

Role overview Own product direction for internal systems that connect customer support operations with customer messaging. The role covers contact routing and queue management as well as the integrations that move customer events into and out of engagement tools. You will work across operations, marketing, engineering, data, and compliance to deliver platforms that shape customer-facing service and campaigns.

Responsibilities - Set the roadmap for contact routing, agent skills, and queue configuration, from operational discovery through launch and iteration. - Coordinate platform readiness for launches, including support routing, agent setup, event tracking, and messaging configuration. - Define event flows, triggers, schemas, and data contracts between customer systems and messaging platforms. - Translate campaign and operational needs into requirements, partnering with engineering and data teams on reliable, low-latency pipelines. - Ensure routing and messaging support regulatory safeguards, including self-exclusion, cooling-off periods, state eligibility, and contact preferences. - Use research, operational insight, and measures such as routing accuracy, handle time, event latency, and campaign reach to prioritize improvements. - Identify workflow and system gaps, write clear requirements, and drive delivery with cross-functional partners.

Requirements - At least five years of product management experience, ideally in an agile digital business serving consumers. - Experience owning end-to-end features involving internal workflows, backend requirements, data, and user-facing functionality. - Comfort working with APIs, event schemas, and data pipelines alongside engineering and data teams. - Strong written and verbal communication skills, including the ability to explain product decisions and tradeoffs. - A collaborative record working with groups such as operations, marketing, analytics, design, and engineering.

Nice to have - Experience building tools for support, VIP, promotions, risk, compliance, or marketing operations teams. - Familiarity with Salesforce-based workflows or other CRM platforms. - Experience with AI, automation, or chatbot initiatives.

Benefits and work setup - The listed base salary range is $117,000–$194,000 USD; actual compensation varies by location. The source also references bonus and benefits but does not specify their details.