Product Manager, CX & Support Operations

Owner.com

2d•$80,000 - $110,000•Remote

About The Position

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Our Support organization is scaling fast, and our tooling needs to scale with it. We’re architecting best-in-case infrastructure that makes it easy for our support agents to provide the best possible experience to our customers — and we need a dedicated owner to shape and execute the Support RevOps roadmap. You'll scale our Service Cloud case management, own Intercom configuration and integrations, and partner directly with Support Managers and Directors to make every workflow faster and easier for our agents.

Requirements

3+ years in revenue operations, support operations, or systems administration for a customer-facing team
Deep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configuration
Strong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reporting
Support domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablement
Integration knowledge (APIs, webhooks, data connectors)
Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap
Cross-functional collaboration translating Support pain points into scalable systems
Pragmatic execution: balance speed with quality, ship MVPs, own problems end-to-end

Nice To Haves

Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plus
High-growth startup experience preferred

Responsibilities

Own and advance the Support RevOps roadmap in close partnership with Support leadership
Build and optimize Salesforce Service Cloud case management — queues, SLAs, & escalations
Own Intercom configuration and long-term optimization: workflows, custom apps, data connectors across channels (phone, email, chat), and optimize FIN
Support improvements to Assembled (Workforce Management System): forecasting, scheduling, and adherence
Support auto/AI-QA initiatives: automated quality assurance and scoring of Support interactions
Reduce Support's reliance on Product and Data teams through self-serve reporting and integrations
Decrease time-to-answer and improve resolution rates for Support agents
Document scalable Support processes and enablement materials
Future-proof Support operations for continued growth