Senior Product Manager, Customer Operational Excellence

The Coca-Cola Company•Atlanta, GA

10d•$171,000 - $198,000

About The Position

The Senior Product Manager for Customer Operational Excellence owns the digital tools that help customers resolve equipment issues by reporting problems, troubleshooting, tracking progress, and understanding what to expect next. The role focuses on making these interactions clearer and easier, reducing uncertainty when customers need reliable support. The Product Manager guides a team in simplifying key tasks, improving transparency, and surfacing information that helps customers move forward confidently. As equipment becomes more connected, the role explores ways to provide meaningful insights into equipment status, health, and expected needs so customers can stay informed and resolve issues more proactively. The role owns the vision, outcomes, and roadmap for the Customer Operational Excellence experience; identifies customer and business problems and defines measurable success metrics; and balances near-term improvements with longer-term opportunities. It leads discovery through research, data analysis, prototyping, and experimentation; translates insight into priorities and requirements; partners with design and engineering to deliver solutions; and iterates based on performance data, customer feedback, and operational signals. The Senior Product Manager develops an understanding of customer service and equipment-support workflows, improves clarity and confidence across issue reporting, troubleshooting, and status tracking, and explores insights from connected equipment, diagnostics, or service data. The role communicates priorities and trade-offs and aligns partners across service, operations, analytics, design, and engineering. The Coca-Cola Company does not offer employment-status sponsorship for this position; applicants must be authorized to work full time in the United States without requiring company sponsorship. The position is located in Atlanta, United States, requires 0%–25% travel, and does not provide relocation.

Requirements

At least 5 years of experience in product management or related fields such as engineering, design, data, or research.
Bachelor’s degree or equivalent practical experience.
Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact.
Proficiency in modern discovery and delivery practices.
Strong analytical thinking and comfort using data and experimentation in decision-making.
Clear, compelling communication with technical and non-technical audiences.
Ability to balance multiple priorities and make thoughtful trade-offs in complex environments.
Must be currently authorized to work full time in the United States and must not require The Coca-Cola Company's sponsorship to continue working legally in the United States.

Nice To Haves

Experience building customer-facing products that support operational or service workflows.
Familiarity with ticketing, troubleshooting, or status-tracking systems.
Understanding of how customers use operational data to make decisions or plan next steps.
Experience applying AI or intelligent guidance to support troubleshooting or proactive insight.

Responsibilities

Own the vision, outcomes, and roadmap for the Customer Operational Excellence experience.
Define important customer and business problems to solve and establish clear, measurable success metrics.
Balance near-term improvements with longer-term opportunities to make service interactions more proactive, transparent, and insight-driven.
Lead discovery through customer research, data analysis, prototyping, and experimentation.
Translate insights into clear priorities, roadmaps, and product requirements.
Partner with design and engineering to deliver valuable, usable, feasible solutions aligned with strategy.
Iterate based on performance data, customer feedback, and operational signals.
Build a deep understanding of customer service and equipment-support workflows, especially moments of uncertainty or friction.
Improve clarity, transparency, and confidence across issue reporting, troubleshooting, and status tracking.
Explore opportunities to surface meaningful insight from connected equipment, diagnostics, or service data.
Communicate priorities, trade-offs, and decisions clearly and confidently.
Align with service, operations, analytics, design, and engineering partners on goals, dependencies, and success measures.
Contribute to a culture of learning, accountability, and continuous improvement within the product organization.