Senior Product Manager - Omnichannel Customer Service
About The Position
1-800-GOT-JUNK? is looking for a Senior Product Manager - Omnichannel Customer Service (approx. 12 month contract), accountable for a portfolio of customer contact products such as voice, chat, text, and transactional emails. As part of the Product Management team, you will shape the vision and build the next generation of customer service products for our B2C and B2B customers - defining the future of our service experience and driving service and operational excellence. You will help unlock the next level of innovation, efficiency, product lines, and five star service delivery. You will develop and execute a roadmap leveraging a deep understanding of our strategy, service delivery, and underlying technology, creating a unifying experience that delights our teams and customers.
Requirements
- Senior Product Leadership: 7+ years of progressive product management experience, with at least 3+ years at a Senior level, including responsibility for defining and executing product strategy and roadmaps.
- Customer Service Product Owner/Manager Experience: Results-Driven contact center/customer service product experience with end-to-end ownership of complex products, translating business needs into scalable solutions that drive revenue growth and long-term customer value.
- User & Data Driven: Deep empathy for (and ability to identify) user pain points, translating them into clear problem statements, experiments, and ultimately solutions. Expert at using data and KPIs to inform product decisions and measure success.
- Strategic & Collaborative: Ability to think strategically about complex problems, prioritize effectively, and collaborate across all levels (engineering, operations, front line teams, executive).
- Technical & Automation Mindset: Solid understanding of modern software development (agile/agentic), with a keen interest in leveraging automation and AI for operational efficiency.
- Flawless Execution: Proven ability to deliver product on-time and on-budget with professionalism and seamless attention to detail to ensure an exceptional customer experience
Responsibilities
- Define and own the product vision, strategy, and roadmap across a portfolio of B2C & B2B customer service products in alignment with business objectives.
- Lead the end-to-end product lifecycle, from ideation and development to launch and iteration.
- Collaborate and influence across teams and senior leadership, including engineering, design, marketing, and sales, to deliver high-impact solutions.
- Conduct continuous research and discovery, externally and with our Franchise community, to understand customer needs, competitive landscapes, and industry trends.
- Gather and prioritize requirements, balancing customer feedback with business goals and technical constraints.
- Track product performance and use data insights to inform continuous improvement.
- Mentor other product managers and contribute to the overall maturing of the product management function.
Benefits
- Performance Bonus
- Participation in our Company Profit Sharing Program
- Comprehensive Extended Health & Dental Benefits
- Generous Paid Time Off, including annual vacation and personal days
- Hybrid Work Environment, offering flexibility to work both remotely and from our corporate offices
- Professional Development Opportunities to support ongoing career growth
- Access to Health and Wellness Programs, including gym facilities at our corporate head office
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
