Customer Experience Product Manager

Veterinary Emergency Group (VEG)•White Plains, NY

10d•$180,000 - $220,000•Onsite

About The Position

VEG is seeking an experienced and self-motivated Product Manager to lead a new product squad focused on customer experience initiatives. While VEG's past product and engineering efforts have concentrated on internal clinical tooling, this role will shift that focus to customer-facing software and experiences. The Product Manager will be instrumental in defining, shaping, and building new software and experiences to engage with VEG's growing customer base of 1 million per year. The goal is to enhance the VEG customer experience, create new touchpoints, deepen relationships, support pet owners during significant moments, and amplify the care and connection that has defined VEG's success.

Requirements

Strong product management craft, with experience taking products from discovery through launch, adoption, measurement, and iteration.
Experience setting product strategy, building roadmaps, communicating tradeoffs, and connecting product decisions to customer, business, and operational outcomes.
Experience grounding product decisions in data, using quantitative insights, user research, and stakeholder context to measure impact and make thoughtful tradeoffs.
A track record of building trust with Product Development partners (Engineering, Design, Data) and cross-functional stakeholders.
Experience building 0->1 B2C products with thoughtful marketing and go to market strategies
Strong empathy for users, customers, and operators, especially in complex, workflow-heavy environments where product changes need to be thoughtfully delivered.
Practical fluency with modern AI product opportunities, including LLMs and RAG, and the judgment to identify where AI can create real value without chasing hype.

Nice To Haves

Experience with clinical products (veterinary / human healthcare) is a plus.

Responsibilities

Drive discovery through customer interviews, usage data, and support insights, validating problems and solutions before committing engineering resources.
Partner with veterinarians, nurses, and hospital staff to understand clinical workflows, ensuring that new customer experience initiatives don’t interfere with hospital operations.
Work closely with VQ stakeholders to build business cases and quarterly roadmaps that clearly communicate prioritization tradeoffs to the business.
Build strong relationships across Marketing, Creative, Customer Experience, Customer Research, Data, Growth, Operations, and VQ leadership to align product decisions with VEG strategic priorities.
Work closely with marketing, brand, and creative teams to ensure customer facing initiatives represent and embrace our unique brand identity.
Define go to market strategies for new products, working closely with our marketing teams to align on customer facing strategy, messaging, and positioning.
Define and monitor key KPIs that track the success of new initiatives and products.
Collaborate with operational and technical support teams to ensure new features and products land well in real hospital environments.
Write clear product specs, user stories, and acceptance criteria that define the key requirements for new features.
Collaborate closely with design and engineering through the entire research, design, development, and launch lifecycle of new features and products.
Participate in key sprint ceremonies to guide and support the product team in the execution of the roadmap.

Benefits

Competitive compensation including ($180,000 - $220,000) base salary + bonus + benefits.
Comprehensive health and wellness benefits, and access to free therapy or counseling
Paid parental leave, up to 10 weeks at 100% of regular salary, and offering inclusive fertility and family-building care for all types of families
Unlimited PTO to use for vacation or sick days - however you need it!
Generous referral rewards, so our awesome people can bring in more awesome people.
Casual office attire
Ability to bring your fur baby to work
Cool VEG swag
Food in the fridge for when you’re hungry
Free lunches twice a week!!
Company laptop
Monthly cell phone reimbursement