Senior Product Manager - Customer Experience

Aires•Pittsburgh, PA

1d•Hybrid

About The Position

Aires' Innovative Technologies team is creating solutions that mobilize the modern workforce. Our technology enables our customer services teams, our clients, and their employees, as well as our partners to deliver exceptional, industry-leading service. The Senior Product Manager - Customer Experience is an operational technology leader who bridges the gap between engineering execution, standalone enterprise implementations, and the proactive voice of our clients. This role features an intentional 40 / 30 / 30-time allocation split designed to ensure that this leader is structurally embedded within hands-on client delivery, continuous feedback optimization, and cross-functional agile product enhancement. Each operational pillar reinforces the others: active execution surfaces deep usability insights, which directly dictate backlog and roadmap refinement priorities.

Requirements

Bachelor’s degree in business, Information Technology, Engineering, or relevant technology discipline.
7+ years of verified ownership in enterprise technology implementation, tech consulting, or product management within an agile software framework (SAFe experience preferred).
Experience in global workforce mobility, corporate relocation tech, financial systems operations, or HRIS platforms.
Comfortable auditing and discussing complex integration designs, API application, data pipelines, and workflow automation without needing an engineering degree.
Mastery of agile product lifecycle tracking frameworks, including expert use of Jira, Confluence, Monday.com, and MS Office.
Candidates must be legally authorized to work in the United States. This position is not eligible for current or future visa sponsorship.

Nice To Haves

Certified SAFe 6.0 Product Owner/Product Manager (PO/PM) is highly preferred.
Practical experience or exposure to using low-code/no-code platforms, scripting tools, or AI-enabled digital agents to optimize workflows and validate operational data integrity.

Responsibilities

Own the end-to-end operational delivery of standalone enterprise technology deployments, directing the customer journey from initial discovery through custom configuration, testing, and go-live deployment.
Act as the dedicated primary point of contact for corporate accounts during complex configurations, managing deployment schedules, technical dependencies, operational risks, and key project milestones under pressure.
Standardize and execute repeatable customer onboarding playbooks to guarantee corporate clients and partners successfully transition to Aires software ecosystems.
Establish implementation baseline data, progress metrics, and visibility dashboards to monitor product deployment cycle times for senior leadership evaluation.
Facilitate proactive feedback channels with client accounts to build a comprehensive view of operational workflow barriers, system gaps, and usability limitations.
Serve as an authoritative customer proxy inside the technology group, translating client feedback, system errors, and process friction into structured product enhancement tickets.
Formulate data-driven strategy models to drive user adoption, maximizing software usage maturity and account retention across all modern platform components.
Coordinate directly with post-production support and account teams to validate that software upgrades consistently resolve targeted user persona pain points.
Command an active seat at the table during Product Roadmap sessions, Business Reviews, and SAFe ceremonies to inject concrete operational data into upstream planning.
Collaborate side-by-side with R&D, Solution Architecture, UX Design, and Engineering groups to refine Epics, Features, and User Stories, ensuring technical specs align perfectly with user field realities.
Streamline product execution processes across cross-functional units to eliminate implementation bottlenecks and shorten deployment cycles.
Manage multi-system interdependencies (including integrations across HRIS, finance platforms, and legacy operational frameworks) to ensure production updates deliver seamlessly.