Product Manager, Customer Hub

Klaviyo•Boston, MA

11h•Hybrid

About The Position

The Customer Hub team is building the next generation of post-purchase experiences for shoppers. Our mission is to create a self-serve hub where customers can easily interact with the brands they buy from, manage their orders and accounts, access loyalty benefits, and resolve common questions after checkout. When self-service isn’t enough, the Hub also serves as the front door to customer support, seamlessly connecting shoppers to agent workflows so issues can be resolved quickly. Sitting at the intersection of customer experience, support tooling, and brand operations, the team focuses on helping brands deliver better support while operating more efficiently at scale. We’re looking for a Product Manager to focus on the evolution of the Customer Hub, the primary surface where shoppers engage with brands. You will own the product direction for both shopper-facing self-service experiences and the pathways that connect customers to support when needed. You’ll work closely with engineering, design, data, and customer experience teams to build intuitive, scalable solutions that improve resolution rates, customer satisfaction, and operational efficiency.

Requirements

4–8+ years of product management experience building customer-facing or platform products.
Comfortable navigating complex tradeoffs and aligning stakeholders across engineering, design, support, and go-to-market teams.
Strong cross-functional communicator who can translate customer problems into clear product requirements and decisions.
Data-driven and comfortable using metrics and experimentation to inform product decisions.
Passionate about building intuitive, high-quality customer experiences that scale.

Nice To Haves

Experience building or improving customer support, self-service, or portal-style products is highly desirable.

Responsibilities

Contribute to the product vision and roadmap for the Customer Hub, a self-serve portal where shoppers interact with brands.
Design and improve self-service experiences that allow shoppers to manage common needs such as order tracking, account management, loyalty benefits, and support inquiries.
Define the handoff from self-serve experiences to agent workflows, ensuring smooth transitions when shoppers require human support.
Partner closely with engineering, design, data, and customer experience teams to deliver scalable and reliable solutions.
Balance the needs of shopper-facing UX, brand operators, and internal support agents to create cohesive end-to-end experiences.
Drive product discovery through customer research, data analysis, and experimentation to identify opportunities to improve resolution rates and customer satisfaction.
Define and monitor success metrics across self-serve adoption, resolution rates, customer satisfaction, and support efficiency.
Communicate priorities, tradeoffs, and product strategy clearly across cross-functional stakeholders.