Sr. Manager of Product Operations – SMB Digital Customer Experience (CX) & Engagement
About the Role
Join a transformative team redefining how small and mid-sized businesses (SMBs) interact with financial services through a unified digital engagement platform. This role sits at the intersection of product innovation and customer experience, driving operational excellence across the entire customer lifecycle—from onboarding to ongoing support.
AsManager of Product Operations, you will lead theDigital Customer Experience (CX) & Engagement workstream focused on Service and Support enablementthroughout the customer lifecycle within our SMB Product organization. Your mission: to ensure every customer touchpoint is seamless and serviced appropriately (through Chat, Notifications, and Sales Enablement interactions, for example). You’ll build the operational foundation that powers responsive service and support, and data-driven engagement, helping SMBs thrive in a digital-first world.
Key Responsibilities
Customer Lifecycle Engagement
Own and optimize operational service, support and engagement processes across the full customer journey—onboarding, service-moments, engagement, and sales support.
Design and implement scalable workflows that enhance customer satisfaction and reduce friction at key stages of the lifecycle (lead management, service touchpoints)
Digital Service & Support Excellence
- Partner with Support, Product, and Engineering to deliver consistent, high-quality digital service experiences.
- Reporting Enablement - Define and track KPIs for onboarding success, engagement health, and support resolution efficiency (both internally and for CX and Sales data and reporting)
- Champion proactive support strategies using digital tools, automation, and self-service capabilities.
Operational Readiness & Enablement
- Drive readiness for new product launches and feature enhancements with a focus on customer impact.
- Develop internal documentation and knowledge management systems to support scalable service delivery.
Cross-Functional Leadership
- Serve as the operational bridge between Product, Engineering, Support, Finance, and other teams.
- Lead planning and coordination efforts to ensure alignment across the SMB product portfolio.
Data-Driven Engagement
- Build dashboards and reporting frameworks to monitor customer engagement and operational performance.
- Use insights to identify gaps, optimize processes, and inform strategic decisions.
Qualifications
- 8+ years in product operations, customer experience product management, or program management, ideally in a digital/SaaS environment.
- Proven success in scaling service and support operations in a fast-paced, cross-functional setting.
- Strong analytical skills and experience with data visualization and reporting tools.
- Excellent communication and stakeholder management abilities.
- Experience with SMB customer segments and digital engagement platforms is a strong plus.
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