Job Description

The Product Manager, Customer Experience will drive and own all aspects of the customer experience for Shield AI’s Hivemind Enterprise product suite. You will focus on enhancing user adoption, satisfaction, and success through thoughtful product and customer experience improvements, excellent documentation and training materials, innovative support tools, and impactful customer communications.

Responsibilities

• Own customer onboarding and adoption journeys
• Leverage customer analytics and insights to track product usage
• Lead feedback management and Voice of Customer programs
• Drive the creation and continuous improvement of Hivemind Enterprise Academy
• Oversee the Hivemind SDK user guide and documentation materials
• Own the strategy and execution of conversational generative AI chatbot
• Develop and manage customer support and self-service resources
• Advocate and ensure product usability and accessibility
• Lead customer communications and release readiness
• Oversee product trials and evaluations
• Stay at the forefront of CX innovation
• Ensure all customer-facing experiences and resources comply with regulatory and security standards

Requirements

• 8+ years of related experience with a Bachelor’s degree or equivalent
• Proven experience driving customer experience and adoption for complex software products
• Demonstrated expertise with analytics tools
• Exceptional communication skills
• Proven ability to translate customer insights into actionable improvements

Benefits

• No benefits