Product Manager, Customer Experience (R3556)

1 Month ago • 8 Years + • Product Management • $185,000 PA - $278,000 PA

Job Summary

Job Description

The Product Manager, Customer Experience will drive and own all aspects of the customer experience for Shield AI’s Hivemind Enterprise product suite. You will focus on enhancing user adoption, satisfaction, and success through thoughtful product and customer experience improvements, excellent documentation and training materials, innovative support tools, and impactful customer communications. You will collaborate closely with Product Management, Engineering, Customer Success, Sales, and Marketing to deliver a world-class experience that accelerates customer adoption and maximizes long-term value.
Must have:
  • Own customer onboarding and adoption journeys, accelerating time-to-value and identifying friction points for new users.
  • Leverage customer analytics and insights to track product usage, adoption metrics, feature usage, retention, and churn indicators.
  • Lead feedback management and Voice of Customer programs to systematically gather, analyze, and act upon customer input.
  • Drive the creation and continuous improvement of Hivemind Enterprise Academy new user training and educational materials.
  • Oversee the Hivemind SDK user guide, documentation materials, and multi-language translation capabilities.
  • Own the strategy and execution of conversational generative AI chatbot for training, troubleshooting, and user support.
  • Develop and manage customer support and self-service resources such as FAQs, troubleshooting guides, and knowledge-base articles.
  • Advocate and ensure product usability and accessibility across all Hivemind Enterprise products, adhering to best practices and standards.
  • Lead customer communications and release readiness, including clear, effective messaging around product updates, new releases, and critical advisories.
  • Oversee product trials and evaluations, gathering insights to refine products and enhance user experiences.
  • Stay at the forefront of CX innovation, especially the application of generative AI and emerging technologies to enhance customer experiences.
  • Ensure all customer-facing experiences and resources comply with regulatory and security standards (CMMC, ITAR, GDPR, etc.).
Good to have:
  • Advanced degree in business, technology, or related field.
  • Experience with generative AI applications, especially in customer-facing products and user support.
  • Prior experience in highly technical customer-facing roles.
  • Familiarity with autonomous systems, robotics, AI technologies, or similar high-tech fields.
  • Familiarity with compliance standards relevant to the defense and technology sectors.

Job Details

The Product Manager, Customer Experience will drive and own all aspects of the customer experience for Shield AI’s Hivemind Enterprise product suite. You will focus on enhancing user adoption, satisfaction, and success through thoughtful product and customer experience improvements, excellent documentation and training materials, innovative support tools, and impactful customer communications. You will collaborate closely with Product Management, Engineering, Customer Success, Sales, and Marketing to deliver a world-class experience that accelerates customer adoption and maximizes long-term value.

WHAT YOU'LL DO

  • Own customer onboarding and adoption journeys, accelerating time-to-value and identifying friction points for new users.
  • Leverage customer analytics and insights to track product usage, adoption metrics, feature usage, retention, and churn indicators.
  • Lead feedback management and Voice of Customer programs to systematically gather, analyze, and act upon customer input.
  • Drive the creation and continuous improvement of Hivemind Enterprise Academy new user training and educational materials.
  • Oversee the Hivemind SDK user guide, documentation materials, and multi-language translation capabilities.
  • Own the strategy and execution of conversational generative AI chatbot for training, troubleshooting, and user support.
  • Develop and manage customer support and self-service resources such as FAQs, troubleshooting guides, and knowledge-base articles.
  • Advocate and ensure product usability and accessibility across all Hivemind Enterprise products, adhering to best practices and standards.
  • Lead customer communications and release readiness, including clear, effective messaging around product updates, new releases, and critical advisories.
  • Oversee product trials and evaluations, gathering insights to refine products and enhance user experiences.
  • Stay at the forefront of CX innovation, especially the application of generative AI and emerging technologies to enhance customer experiences.
  • Ensure all customer-facing experiences and resources comply with regulatory and security standards (CMMC, ITAR, GDPR, etc.).

REQUIRED QUALIFICATIONS

  • Typically requires a minimum of 8+ years of related experience with a Bachelor’s degree, or equivalent work experience.
  • Proven experience driving customer experience and adoption for complex software products.
  • Demonstrated expertise with analytics tools to measure and optimize customer experience and product adoption.
  • Exceptional communication skills and experience collaborating with technical and non-technical stakeholders.
  • Proven ability to translate customer insights into actionable improvements and drive product roadmap alignment.

PREFERRED QUALIFICATIONS

  • Advanced degree in business, technology, or related field.
  • Experience with generative AI applications, especially in customer-facing products and user support.
  • Prior experience in highly technical customer-facing roles.
  • Familiarity with autonomous systems, robotics, AI technologies, or similar high-tech fields.
  • Familiarity with compliance standards relevant to the defense and technology sectors.

Similar Jobs

CyberArk - Associate Site Reliability Engineer

CyberArk

India (On-Site)
1 Month ago
Marvell - Senior Staff Software Engineer

Marvell

Santa Clara, California, United States (On-Site)
1 Month ago
Penrose studios - Executive Assistant

Penrose studios

San Francisco, California, United States (On-Site)
3 Months ago
Salesforce - Named Account Executive

Salesforce

Rome, Lazio, Italy (On-Site)
1 Month ago
SEGULA Technologies - Project Manager – Industrial Energy Transition

SEGULA Technologies

Serbia (Remote)
1 Month ago
OKX - Senior Data Product Manager

OKX

Hong Kong (On-Site)
3 Months ago
OKX - Blockchain Security Product Manager, Web3 Platform

OKX

Hong Kong (On-Site)
10 Months ago
Ubisoft - Confirmed Buyer - Creative Services, Production, Marketing & Communication

Ubisoft

Paris, Île-de-France, France (Hybrid)
1 Month ago
Ion - Product Manager - Treasury

Ion

Gurugram, India (On-Site)
10 Months ago
zeta - Director, Product Management

zeta

Bengaluru, Karnataka, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Paytm - Key Account Manager (General Trade) - Team Lead - Electronic Data Capture

Paytm

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Side - iOS Developer

Side

São Paulo, State Of São Paulo, Brazil (Remote)
1 Month ago
Prophecy - Senior Partner Manager, Partnerships

Prophecy

United States (Remote)
3 Months ago
Nice - Manager Engineering

Nice

Sandy, Utah, United States (On-Site)
2 Months ago
IGG - HR Operations Specialist

IGG

Manila, Metro Manila, Philippines (On-Site)
6 Months ago
Sailpoint - VP, Product Management, ID SecOps

Sailpoint

United States (On-Site)
1 Month ago
Doge Labs,  Inc  - Game Producer / Project Manager

Doge Labs, Inc

(Remote)
4 Months ago
Kavalirio - Deskside Support Technician

Kavalirio

Woodland Park, Colorado, United States (On-Site)
1 Month ago
hogarth - Program Coordinator

hogarth

Sunnyvale, California, United States (Hybrid)
4 Weeks ago
CrazyLabs - Mobile Games QA

CrazyLabs

Skopje, Greater Skopje, North Macedonia (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in San Diego, California, United States

Varonis  - Financial Systems Project Manager

Varonis

United States (Remote)
5 Months ago
Britive - Software Engineer

Britive

San Francisco, California, United States (Remote)
2 Years ago
Figma - Manager, Software Engineering - Interactive Foundations

Figma

San Francisco, California, United States (Remote)
2 Months ago
Rippling - Senior Manager, Brand Marketing

Rippling

San Francisco, California, United States (On-Site)
2 Months ago
Adyen - Implementation Engineer

Adyen

New York, United States (On-Site)
1 Month ago
Nintendo - Senior Engineer, Device Driver (NTD)

Nintendo

Redmond, Washington, United States (On-Site)
7 Months ago
Apple - Brand Manager

Apple

Los Angeles, California, United States (On-Site)
3 Months ago
Windranger - Head of Community

Windranger

El Paso, Texas, United States (Remote)
5 Months ago
Sprinkler - Sr. Technical Success Manager – Service

Sprinkler

Massachusetts, United States (Remote)
3 Months ago
Apple - AIML - Senior Engineering Program Manager, Search and Answer Quality

Apple

Cupertino, California, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Product Management Jobs

SYBO - Junior Product Manager

SYBO

Copenhagen, Denmark (Hybrid)
2 Months ago
Social Discovery Group - Head of Product (Premium products)

Social Discovery Group

Thailand (Remote)
9 Months ago
fluence - Systems Engineer - Product Verification & Validation (m/f/d)

fluence

Berlin, Berlin, Germany (On-Site)
9 Months ago
Go Fund Me - Staff Product Manager, Consumer Apps

Go Fund Me

San Francisco, California, United States (Hybrid)
1 Month ago
illumio - Senior Product Manager

illumio

Sunnyvale, California, United States (On-Site)
1 Month ago
Loyalty Juggernaut - Product Engineer (Class of 2026)

Loyalty Juggernaut

Hyderabad, Telangana, India (On-Site)
2 Months ago
Epic Games - Producer

Epic Games

Porto Alegre, State Of Rio Grande Do Sul, Brazil (On-Site)
4 Months ago
Highspot - Product Manager

Highspot

Hyderabad, Telangana, India (Hybrid)
1 Month ago
DNEG - Production Supervisor/Coordinator

DNEG

Mumbai, Maharashtra, India (On-Site)
5 Months ago
fabrique-d-image - Senior Production Manager / Line Producer

fabrique-d-image

Luxembourg (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

San Diego, California, United States (Remote)

Washington, District Of Columbia, United States (On-Site)

Dallas, Texas, United States (On-Site)

United States (On-Site)

San Diego, California, United States (On-Site)

San Diego, California, United States (On-Site)

Washington, District Of Columbia, United States (On-Site)

Washington, District Of Columbia, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Shield AI

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug