Job description

The Senior Product Manager - Digital Service Experience leads product strategy for our digital customer service ecosystem: contact center engagement, self-serve, field service management, and the platforms connecting customers, technicians, and agents throughout the service lifecycle. This role owns the domain roadmap and blends strategic ownership with hands-on team leadership. This is a player-coach role. You'll set direction for a complex, multi-stakeholder domain while coaching your team toward strong product thinking, experimentation rigor, and ownership of outcomes over output. At Cinch, we’re transforming from a structured, execution-focused way of working toward an empowered, outcome-based product operating model. This leader will be expected to drive that transformation within their team. Summary of Responsibilities • Own domain strategy for digital customer service, translating ambiguous business and customer needs into a clear, sequenced roadmap aligned to company OKRs • Manage and coach product managers and analysts (FTE and contract), building product thinking, experimentation rigor, and ownership of outcomes • Lead the team's shift from structured, execution-focused ways of working toward an empowered, outcome-based model, diagnosing and closing gaps in team maturity along the way • Own domain-level KPIs, ensuring measurement is built into every initiative and that performance gaps get diagnosed and corrected rather than just reported • Partner with the engineering team to apply and enforce architectural patterns within the domain so solutions are scalable and reusable rather than proliferate as point solutions • Evaluate opportunities to apply AI within the domain and drive adoption of AI-enabled workflows across the team and its platforms • Influence engineering trade-offs and cross-functional roadmap prioritization; represent the domain in planning and resourcing conversations • Improve backlog quality, intake rigor, and delivery standards across the team, while staying hands-on with the highest-leverage initiatives • Communicate domain strategy, outcomes, and risk clearly to senior stakeholders • Perform other duties as assigned. Qualifications • 6-10 years of product management experience, including demonstrated product leadership (owning strategy and direction, not solely execution-level requirements) • 2+ years directly managing product managers and/or product analysts (FTE and contractor), with a track record of team development and retention • Experience operating in, and ideally shifting a team toward, an empowered, outcome-based product model • Experience with Digital Customer Service & Engagement, Digital Self-Serve, Contact Center Solutions, and Field Service Management platforms Nice to Have • Customer service platform experience (e.g., NICE CXone, Amazon Connect, Salesforce Service Cloud, Zoho Desk) • Field Service Management platform experience (e.g., ServiceBench, Service Titan, Dispatch, Housecall Pro, ServicePower) • Familiarity with PI planning and Agile delivery frameworks (e.g., SAFe) Experience/Other Requirements • Strong data fluency; comfortable using metrics to diagnose performance gaps and rationalize domain-level decisions • Curiosity and practical experience applying AI to product and team workflows, with the judgment to evaluate where it creates real value • Excellent written, verbal, and executive presentation skills; able to translate domain complexity into a clear story for senior stakeholders • Proven ability to collaborate with internal/external technical peers, vendors, and business partners • Experience with Insurance/Warranty/Service industries, Field Management, Case Management, or Contact Centers is a plus • Advanced proficiency in MS Office (Word, PowerPoint, Excel) Education • Bachelor's degree or equivalent experience

Requirements

Must-haves

Summary of Responsibilities
Own domain strategy for digital customer service, translating ambiguous business and customer needs into a clear, sequenced roadmap aligned to company OKRs
Manage and coach product managers and analysts (FTE and contract), building product thinking, experimentation rigor, and ownership of outcomes
Lead the team's shift from structured, execution-focused ways of working toward an empowered, outcome-based model, diagnosing and closing gaps in team maturity along the way
Own domain-level KPIs, ensuring measurement is built into every initiative and that performance gaps get diagnosed and corrected rather than just reported
Partner with the engineering team to apply and enforce architectural patterns within the domain so solutions are scalable and reusable rather than proliferate as point solutions
Evaluate opportunities to apply AI within the domain and drive adoption of AI-enabled workflows across the team and its platforms
Influence engineering trade-offs and cross-functional roadmap prioritization; represent the domain in planning and resourcing conversations
Improve backlog quality, intake rigor, and delivery standards across the team, while staying hands-on with the highest-leverage initiatives
Communicate domain strategy, outcomes, and risk clearly to senior stakeholders
Perform other duties as assigned.
6-10 years of product management experience, including demonstrated product leadership (owning strategy and direction, not solely execution-level requirements)
2+ years directly managing product managers and/or product analysts (FTE and contractor), with a track record of team development and retention

Nice-to-haves

Customer service platform experience (e.g., NICE CXone, Amazon Connect, Salesforce Service Cloud, Zoho Desk)
Field Service Management platform experience (e.g., ServiceBench, Service Titan, Dispatch, Housecall Pro, ServicePower)
Familiarity with PI planning and Agile delivery frameworks (e.g., SAFe)
Experience/Other Requirements
Strong data fluency; comfortable using metrics to diagnose performance gaps and rationalize domain-level decisions
Curiosity and practical experience applying AI to product and team workflows, with the judgment to evaluate where it creates real value
Excellent written, verbal, and executive presentation skills; able to translate domain complexity into a clear story for senior stakeholders
Proven ability to collaborate with internal/external technical peers, vendors, and business partners
Experience with Insurance/Warranty/Service industries, Field Management, Case Management, or Contact Centers is a plus
Advanced proficiency in MS Office (Word, PowerPoint, Excel)
Bachelor's degree or equivalent experience

Application prep

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Keywords to mirror

aiagile

Platform: ukg
Effort: medium