Senior Product Manager, Customer Operational Excellence

Coca-Cola•Atlanta, GA

About The Position

The Senior Product Manager for Customer Operational Excellence owns the digital tools that help customers resolve equipment issues, including 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, and helping customers move forward with confidence. As equipment becomes more connected, the role will also explore ways to provide meaningful insight into equipment status, health, and expected needs so customers can stay informed and resolve issues more proactively. The product organization brings together small, empowered teams to improve customer journeys, service delivery, sales workflows, and the systems connecting them. Product Managers help teams identify the right problems, deliver useful solutions, and continuously improve the experiences that support the business. This position partners with design, engineering, service, operations, and analytics to shape and deliver customer-facing products, balancing near-term improvements with longer-term opportunities.

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.
Currently authorized to work in the United States on a full-time basis and not require Coca-Cola Company 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.
Develop a deep understanding of customer service and equipment-support workflows, especially moments of uncertainty or friction.
Improve clarity, transparency, and customer confidence across issue reporting, troubleshooting, and status tracking.
Explore opportunities to surface meaningful insights 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.