Product Manager - CX & Customer Lifecycle

Epson America, Inc. • Los Alamitos, CA

1d • $137,419 - $188,949 • Hybrid

About The Position

The Product Manager, CX & Customer Lifecycle will be responsible for contributing to the strategic direction and execution of Epson’s direct-to-consumer subscription program throughout the customer lifecycle, including onboarding, subscriber success, retention, lifecycle management, BPO relationship management, service processes, and customer issue resolution. This role also drives device telemetry-related initiatives and customer experience improvements. The Product Manager leads planning and execution activities for lifecycle and retention programs, manages BPO performance related to customer accounts, billing inquiries, device issues, consumables delivery problems, upgrades, downgrades, cancellations, and exchanges. They provide feedback loops on recurring customer pain points and potential solutions, and partner with Credit on collections and cancellation strategies. This position will be based out of Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

Requirements

• 8–12 years of experience in product management, program management, customer experience, customer lifecycle management, subscription programs, service operations, or a related business management discipline
• Experience developing or managing customer lifecycle strategies, including onboarding, engagement, retention, churn reduction, or win-back programs
• Consumer subscription program experience highly desired
• Strong understanding of customer experience principles and customer journey management
• Experience using customer feedback, behavioral data, service trends, or operational data to identify opportunities and recommend improvements
• Experience working with customer service operations, contact centers, BPO providers, or outsourced service partners preferred
• Familiarity with customer account servicing, billing, cancellations, returns, escalations, or related subscription lifecycle processes
• Strong analytical and problem-solving skills with the ability to translate data and customer insights into actionable recommendations
• Strong program management skills with experience coordinating complex, cross-functional initiatives
• Excellent communication and relationship-building skills with the ability to influence stakeholders across multiple functions
• Experience working in cross-functional and global environments
• Bachelor's degree or equivalent experience
• Ability to travel up to 50%

Responsibilities

• Contributes to the strategic direction, customer lifecycle strategy, retention strategy, and customer experience plans for Epson’s direct-to-consumer print subscription program.
• Develops and manages subscriber success, onboarding, engagement, retention, cancellation mitigation, and win-back strategies after sign up and throughout the customer lifecycle.
• Conducts and analyzes customer service data, device telemetry, usage, and lifecycle information to make recommendations regarding customer experience, retention, service policies, plan changes, cancellation drivers, and subscriber success opportunities.
• Partners with the Group Product Manager, Subscription Programs to support business plans, forecasts, program objectives, critical success factors, and key performance indicators related to customer lifecycle management.
• Identifies opportunities to improve customer satisfaction, subscriber retention, service performance, operational efficiency, and financial performance.
• Manages customer lifecycle and post-sign-up execution activities for subscription program initiatives, including onboarding, customer account servicing, retention programs, cancellation mitigation, service process improvements, and customer experience enhancements.
• Responsible for developing and maintaining business requirements, lifecycle processes, service procedures, escalation paths, and related program documentation for assigned subscription initiatives.
• Establishes and oversees structured processes for customer onboarding, subscriber success, service readiness, lifecycle communications, retention initiatives, customer issue resolution, and ongoing program improvements.
• Works cross-functionally with Service, IT, Finance, Credit, Product Management, Analytics, Operations, Accounting, Logistics, SEC, Marketing Communications, BPO providers, and other groups to manage assigned subscription lifecycle initiatives.
• Identifies opportunities and provides recommendations to improve customer onboarding, retention, account servicing, billing support, device support, consumables delivery, plan changes, cancellations, returns, and escalations.
• Tracks readiness, open issues, risks, decisions, customer pain points, service trends, and cross-functional dependencies to ensure successful execution.
• Responsible for subscriber success and retention after sign up and throughout the full customer lifecycle.
• Develops and implements onboarding and retention strategies designed to improve customer satisfaction, reduce churn, and increase subscriber lifetime value.
• Manages BPO relationships supporting customer accounts, billing inquiries, device issues, consumables delivery problems, upgrades, downgrades, cancellations, complaints, returns, and escalations.
• Oversees customer lifecycle processes, including onboarding, account management, customer communications, billing support, consumables support, plan changes, cancellation save efforts, returns, and escalated service issues.
• Monitors printer device telemetry and related customer usage information to identify service issues, consumables needs, product experience trends, retention risks, and opportunities to improve subscriber outcomes.
• Partners with Analytics to evaluate customer behavior, lifecycle trends, service contacts, complaint drivers, device telemetry, consumables usage, cancellation reasons, retention performance, and customer satisfaction.
• Provides feedback loops to Product Management, Service, IT, Credit, Operations, Analytics, Accounting, Logistics, Marketing Communications, and other related parties on recurring customer pain points and potential solutions.
• Partners with Credit on collections, cancellation, suspension, recovery, and customer communication strategies.
• Supports customer lifecycle improvements related to subscriber communications, service tools, support scripts, policies, knowledge management, escalation handling, and BPO performance.
• Uses customer insights, operational data, and service trends to recommend improvements to subscription program offerings, customer experience, and retention performance.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date
• Generous paid time off, including sick time, vacation, and holidays
• Income protection plans, including life insurance and short-term and long-term disability programs paid by the company
• 401K plan with company matching
• Educational reimbursement
• Employee assistant program (EAP)
• Adoption assistance
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree