Product Manager, Service Experience

ADT•Irving, TX

About The Position

The Product Manager, Service Experience owns a portfolio of customer lifecycle capabilities, including servicing, collections, retention, cancellations, reinstatements, and related experiences. The role identifies customer and business problems, defines measurable outcomes, and leads cross-functional teams from discovery through delivery and ongoing optimization. Using customer insights, data, Agile methodologies, and Design Thinking, the Product Manager develops experiences intended to improve customer satisfaction, reduce effort, protect revenue, and drive retention. The position serves as the functional owner for Salesforce Service Cloud and related servicing platforms, with responsibility for effective use of customer, account, and case data. It partners across Customer Experience, Operations, Collections, Revenue Protection, Engineering, Architecture, and Analytics to align priorities and outcomes. The Product Manager defines success measures, evaluates performance, and continuously improves solutions based on customer, operational, and business results.

Requirements

Proven track record managing products or complex capabilities across the full product lifecycle, from discovery and strategy through delivery, adoption, and optimization.
Hands-on experience with Salesforce Service Cloud is required.
Ability to create concise problem statements, define target users, identify root causes, and distinguish customer needs from proposed solutions.
Proven ability to align diverse partners, facilitate decisions, resolve ambiguity, and communicate tradeoffs to technical and non-technical audiences.
Experience leading Agile product teams through discovery, delivery, launch, and continuous improvement.
Experience working with customer-facing and agent-facing journeys across web, mobile, contact-center, or case-management channels.
Successfully shipped technical products and fluency with APIs, data schemas, and deployment logic.
Experience supporting customer lifecycle journeys such as account servicing, relocations, collections, retention, reinstatements, cancellations, contract management, revenue protection, or customer recovery programs.
Ability to balance customer needs, business priorities, and technical constraints in a fast-paced environment.

Nice To Haves

Experience with Salesforce case management, workflow automation, Experience Cloud, CRM integrations, and customer servicing processes.
Experience supporting regulated, policy-driven, or operationally complex customer experiences.
Salesforce certification, such as Admin, CPQ & Billing, or Revenue Management.
Experience with data visualization tools such as Tableau or PowerBI to report on product success.
Ability to explain complex technical limitations to non-technical audiences without relying on acronyms.

Responsibilities

Define customer and business problems using customer feedback, operational insights, data, and stakeholder input, focusing on root causes rather than requested solutions.
Own a portfolio of lifecycle experiences and maintain a roadmap aligned with customer, operational, and business outcomes.
Prioritize investments based on customer impact, business value, risk, effort, and strategic alignment; own the product “what” and “why.”
Lead cross-functional teams through discovery, delivery, launch, and optimization of customer lifecycle capabilities.
Serve as the functional owner for Salesforce Service Cloud and related servicing platforms, ensuring effective use of customer, account, and case data.
Design intuitive experiences across self-service and assisted-service channels that simplify customer and employee interactions.
Partner with Customer Experience, Operations, Collections, Revenue Protection, Engineering, Architecture, and Analytics to align priorities and outcomes.
Define success metrics, measure performance, and continuously improve solutions based on customer, operational, and business results.
Use customer research, journey design, business strategy, operational processes, and technical delivery to identify opportunities and evaluate and prioritize solutions.
Lead Agile product teams through discovery, delivery, launch, adoption, and continuous improvement.
Use empathy mapping and rapid prototyping to investigate customer needs and root problems.