Adoption, Backlog Prioritization, Customer Relations, Customer Support/Service, Customer/Client Research, Customer/Consumer Behavior, Establish Priorities, Leadership, Metrics, Operational Audit, Product Documentation, Product Management, Product Planning, Product Strategy, Technical/Engineering Design, User Experience Design (UXD), User Interface/Experience (UI/UX)
Compensation: $60-80/hr W2
Location: Philadelphia, PA (Hybrid on-site 1 day/week)Seeking a strategic Product Lead to drive the end-to-end Help & Support digital customer journey across web and mobile experiences. This role will drive product strategy, roadmap development, prioritization, and execution for a high-visibility CX initiative focused on transforming the digital customer journey.
Requirements:
- 7+ years of Product Management experience within digital products or customer-facing applications
- 5+ years owning product roadmaps, prioritization, and backlog strategy
- Experience leading complex end-to-end digital customer journeys across web and mobile platforms
- Strong experience partnering with UX, Design, Engineering, Analytics, and Operations teams
- Demonstrated success using customer research, NPS, CSAT, funnel analytics, or behavioral data to drive product decisions
Responsibilities:- Own the end-to-end Help & Support customer journey, including product strategy, roadmap development, and backlog prioritization
- Partner with UX, Engineering, Analytics, and Operations teams to deliver customer-focused digital experiences that improve NPS and self-service adoption
- Use customer feedback, behavioral data, and business metrics to prioritize investments and guide product decisions
26-00670