Digital Service Product Manager

Role overview This position leads the design, governance, and continuous improvement of digital customer service experiences across a national market. The role blends strategy, analytics, and stakeholder coordination to make digital channels a primary differentiator for how customers interact with service teams.

Responsibilities - Define and execute a digital customer experience strategy, including governance frameworks that span web, CRM, and other self-serve channels. - Partner with cross-functional business owners to optimize touchpoints, reduce friction, and increase self-service adoption to lower operational cost. - Translate voice-of-customer and agent feedback into prioritized roadmap recommendations, including new programs, enhancements, or retirements of existing solutions. - Establish SLAs and KPIs that monitor service quality and process improvement, and report outcomes to senior leaders across customer care groups. - Lead change management initiatives that embed human-centered, customer-centric practices into existing workflows. - Operationalize satisfaction metrics (such as Customer Effort Score and Net Promoter Score) and use interaction data to surface pain points and opportunities.

Requirements - Bachelor's degree in business, data science, or a related field; MBA or relevant master's preferred. - 3-5 years in a customer service role and 3-5 years designing, implementing, and managing self-serve modalities. - Hands-on experience with CRM platforms (Service Cloud) and digital channels used for service delivery. - Demonstrated change management capability and familiarity with process improvement approaches such as Lean or Six Sigma. - Strong interpersonal, organizational, and creative problem-solving skills, with the ability to simplify complex issues into standardized best practices.

Nice to have - Experience in veterinary services or another specialized, regulated customer environment. - Background applying market research and emerging best-practice benchmarks to digital service programs.

Benefits and work setup - Location is based in Parsippany, NJ, with remote work considered; travel is expected at less than 20%. - Full-time position with a U.S. base salary range of $93,000 to $134,000, plus eligibility for short-term and long-term incentive compensation.