Product Manager, Client Support

Stitch Fix • San Francisco, CA

1d

About The Position

We are seeking a highly motivated and data-driven Product Manager to own the vision, strategy, and execution for our core Client Support (CS) tools and channels. This role will transform the client support experience through exceptional internal tooling and cutting-edge AI. You will be responsible for modernizing Stitch Fix’s best in class agent tooling to effectively serve our clients, while also optimizing the client-facing contact channels to be faster, easier, and more scalable. You will infuse AI capabilities to create a truly frictionless client and agent experience, driving significant gains in resolution speed, client satisfaction, and operational excellence. You're excited about this opportunity because you will… Own the Client Support Tooling Ecosystem: Define and drive the long-term product strategy and roadmap for our agent platform, Kingmob , focusing on minimizing friction, increasing productivity, and empowering agents to resolve client issues efficiently. Optimize Client Contact Channels: Lead the product strategy for our customer-facing contact surfaces, including help desk, messaging, and AI bot partners , focusing on deflection, automation, and channel integrity. Drive Strategic Outcomes: Translate complex operational and agent problems into clear, prioritized product requirements and measurable outcomes (OKRs) that directly impact operational excellence and client experience improvements. Discovery and Prioritization: Practice strong product discovery, leveraging quantitative data (contact metrics, usage analytics) and qualitative insights (agent feedback, user research) to identify the highest-impact problems to solve. Cross-Functional Readiness: Act as the primary liaison and partner between the CS Operations team and other Stitch Fix Product Managers. Ensure the CS organization is prepared with the necessary tools and information for all new external feature launches, acting as a crucial operational bridge. Execution Leadership: Partner closely with the Engineering team to guide the development process, write clear user stories, manage the backlog, and drive successful, on-time product releases.

Requirements

• 5+ years of Product Management experience, with a proven track record of owning and scaling internal tooling, third party SaaS platforms, or customer service technology (e.g., CRM, Help Desk, Bot platforms).
• Deep empathy for the agent experience and a strong understanding of how internal tools directly impact operational efficiency, labor costs, and downstream client outcomes.
• Exceptional analytical skills, with the ability to interpret complex operational data (AHT, CSAT, Deflection Rate, Utilization) to define success metrics and inform prioritization decisions.
• Sufficient technical fluency to partner effectively with engineering teams, understand system architecture limitations, and manage complex integrations (e.g., APIs for contact center software, bot frameworks).
• An exceptional communicator who can articulate a clear product vision, influence stakeholders at all levels (from agents to VPs), and manage competing priorities across a large, cross-functional organization.
• BA/BS degree or equivalent experience.

Responsibilities

• Own the Client Support Tooling Ecosystem: Define and drive the long-term product strategy and roadmap for our agent platform, Kingmob , focusing on minimizing friction, increasing productivity, and empowering agents to resolve client issues efficiently.
• Optimize Client Contact Channels: Lead the product strategy for our customer-facing contact surfaces, including help desk, messaging, and AI bot partners , focusing on deflection, automation, and channel integrity.
• Drive Strategic Outcomes: Translate complex operational and agent problems into clear, prioritized product requirements and measurable outcomes (OKRs) that directly impact operational excellence and client experience improvements.
• Discovery and Prioritization: Practice strong product discovery, leveraging quantitative data (contact metrics, usage analytics) and qualitative insights (agent feedback, user research) to identify the highest-impact problems to solve.
• Cross-Functional Readiness: Act as the primary liaison and partner between the CS Operations team and other Stitch Fix Product Managers. Ensure the CS organization is prepared with the necessary tools and information for all new external feature launches, acting as a crucial operational bridge.
• Execution Leadership: Partner closely with the Engineering team to guide the development process, write clear user stories, manage the backlog, and drive successful, on-time product releases.

Benefits

• We offer comprehensive compensation packages and inclusive health and wellness benefits.
• This role will receive a competitive salary, benefits, and equity.
• In addition, the position is eligible for medical, dental, vision, and other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees