Product Manager, Client Support

Stitch Fix-posted about 11 hours ago
Full-time • Mid Level
5,001-10,000 employees
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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.

  • 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.
  • Experience: 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).
  • Agent/Internal Tooling Expertise: Deep empathy for the agent experience and a strong understanding of how internal tools directly impact operational efficiency, labor costs, and downstream client outcomes.
  • Data Fluency: Exceptional analytical skills, with the ability to interpret complex operational data (AHT, CSAT, Deflection Rate, Utilization) to define success metrics and inform prioritization decisions.
  • Technical Acumen: 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).
  • Leadership & Communication: 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.
  • Education: BA/BS degree or equivalent experience.
  • We are a group of bright, kind people who are motivated by challenge.
  • We value integrity, innovation and trust.
  • We cultivate a community of diverse perspectives— all voices are heard and valued.
  • We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail.
  • We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
  • We boldly create the future while keeping equity and sustainability at the center of all that we do.
  • We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
  • We offer comprehensive compensation packages and inclusive health and wellness benefits.
  • This role will receive a competitive salary, benefits, and equity.
  • This position is eligible for an annual bonus, and new hire and ongoing grants of restricted stock units, depending on employee and company performance.
  • In addition, the position is eligible for medical, dental, vision, and other benefits.
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