Staff Product Manager, Ecosystem Support

Role overview

Lead the product direction for support systems that serve customers across several related digital businesses. The work centers on creating a shared customer support record, connecting information across products, and helping service teams resolve issues more quickly while recognizing customer loyalty consistently. You will drive discovery and delivery across teams whose priorities and systems may differ.

Responsibilities - Map current support systems, data, teams, and measures, then define a target state and phased roadmap. - Work with data, engineering, and architecture partners to define the shared support record, its sources, and how business tools exchange information with it. - Align identity, loyalty, and case definitions across business units. - Decide how customer tier, tenure, and cross-product history should inform service routing, prioritization, and agent context. - Build agreement on shared priorities across product, operations, data, and leadership teams. - Define privacy and regulatory controls for data sharing, and establish support metrics before integrations launch.

Requirements - At least 8 years of product management experience, ideally with platform, data, or internal tools. - Experience creating products for customer support, customer experience, or operations teams, including AI-assisted service workflows. - Track record of leading initiatives across organizations without directly owning all roadmaps or delivery teams. - Ability to build consensus and ship work across teams with competing priorities. - Strong partnership with engineering and data teams, and clear communication of requirements and tradeoffs to executives. - Comfort making and revising decisions when information is incomplete.

Nice to have

Experience with loyalty or membership programs across multiple products, or in a regulated industry with legal constraints on data sharing.