Senior Manager, Product Management - CX

Qualtrics•Seattle, WA

18h•$253,500 - $333,000•Hybrid

About The Position

The Senior Manager, Product Management - CX will lead the Locations team within Customer Experience product management, responsible for the Frontline product serving location-based businesses (hospitality, QSR, retail). This person will lead the strategy and execution to help scale the suite of products supporting location based businesses in priority industry verticals. This part of the business is at an inflection point, and the company is looking for a strategic, curious, and high agency leader to take it to the next level as they continue to expand their global footprint of world-class customers. This leader needs to be an expert in product craft, have familiarity with continuous/real time product loops, and must possess a player-coach mentality. The role involves owning the product strategy for the Location CX Product suite, including purpose-built applications for frontline users, Online Reputation Management, Social listening, Location data intelligence, and a location-level insight engine. The role also involves raising the bar for PM craft at Qualtrics, coaching and mentoring a team of high-performing Product Managers and product scientists, and driving clarity across the organization by working with platform, GTM, Ops, and legal teams. Additionally, the role requires reinventing the way product teams operate, being fluent with AI as applied to product development, and using AI tools as the default way to move from idea to working artifact.

Requirements

Extensive experience in product management, including a proven track record (>3 years) of directly managing, coaching, and developing other product managers and 10+ total years of experience in product management.
Demonstrated ability to identify then execute product strategy end-to-end.
Demonstrated ability to manage and execute organizational change.
Success in scaling, taking businesses and products from 1 → N.
Expertise in product craft.
Familiarity with continuous/real time product loops.
Player-coach mentality.
Ability to dive deep into all user personas within an organization, understand where/if/how they should interact to deliver exceptional experiences to end customers and teach other teammates these nuances effectively and efficiently.
Ability to bridge the gap between deeply technical applied science/engineering teams and cross-functional partners like legal, privacy, and go-to-market.
Experience working across organizations to achieve goals and product success.
Experience working in product-led environments.
Fluent with AI as applied to product development.
Ability to prototype in code rather than mocking up in Figma when a working version answers the question faster.
Ability to use AI to synthesize user research or generate test cases.
Knowledge of when an AI-generated first pass is good enough to ship and when it needs a human rewrite.
Ability to direct and evaluate AI output critically rather than accepting it at face value.

Nice To Haves

Experience with location-based businesses (hospitality, QSR, retail).
Experience with Frontline product.
Experience with Online Reputation Management, Social listening, Location data intelligence, and location-level insight engines.

Responsibilities

Own the product strategy for our Location CX Product suite, includes purpose built applications for frontline users, Online Reputation Management, Social listening, Location data intelligence and location-level insight engine that tells managers exactly where their customer experience lags peers and why, using statistical analysis of across all relevant customer interaction points.
Raise the bar for PM craft Qualtrics. You will pull from deep experience working in product-led environments to coach and mentor a team of high-performing Product Managers and product scientists, helping teams define the right set of measurements/goals and outcomes to obsess over for our business and our customers.
Drive clarity across the organization. You will maintain a Qualtrics-first mentality when working with teammates in our platform, GTM, Ops and legal teams, raising the bar for justification and helping the organization navigate tradeoff decisions effectively.
Reinvent the way product teams operate. Fluent with AI as applied to product development means you don’t treat AI tools as an add-on to your existing process, you use them as the default way you move from idea to working artifact.
Lead the strategy and execution to scale the suite of products supporting location based businesses in priority industry verticals.
Coach, mentor, and build high-performing product managers, holding the team accountable to clear outcomes while fostering their career growth.
Navigate ambiguity by charting a path forward through rapid discovery, continuous learning, turning complex technological shifts into clear, executable product roadmaps.
Collaborate with deeply technical applied science/engineering teams and cross-functional partners like legal, privacy, and go-to-market.
Regularly engage with customers to translate their pain points into robust, scalable capabilities.

Benefits

Annual $1,800 “experience bonus”
Satisfaction of empowering large networks through technology.
Opportunity to work with a diverse range of influential brands.
Role encourages personal growth and initiative within a growing business area.
Hybrid Work Model: Gather in the office three days a week (Mondays and Thursdays, plus one day selected by organizational leader).
Medical, dental, vision, life and disability insurance.
401(k) with match.
Paid time off.
Wellness reimbursement.
Mental health benefits.
Sign-on bonus.
Restricted stock units.