Chief Product & Customer Experience Leader

JMJ PHILLIP; Perrysburg (OH); On-site; USD 274,000 - 300,000; Full time

Benefits offered by this job

Executive compensation

Bonus opportunities

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Education support

Career development

Job summary

JMJ PHILLIP seeks an accomplished executive to lead Product Management & Customer Service, shaping strategy, driving innovation, and building high-performing teams. This role partners across Sales, Marketing, Engineering, Operations, and Supply Chain to align customer needs with product initiatives.

The Head will own the product lifecycle, oversee service excellence, and steer cross-functional transformation to fuel growth and operational excellence.

Qualifications

• Bachelor's degree in Business, Engineering, Marketing, or a related field.
• Extensive leadership experience in Product Management, Customer Service, or a related function.
• Proven success leading cross-functional teams and driving strategic initiatives.
• Strong knowledge of product lifecycle management, customer relationship management, and business operations.
• Excellent leadership, communication, negotiation, and decision-making skills.
• Strong analytical, financial, and project management capabilities.

Responsibilities

• Lead the strategic direction of product management and customer service operations.
• Develop and execute the organization's product management strategy.
• Oversee product lifecycle from market analysis through launch and continuous improvement.
• Identify market trends and customer needs to drive product innovation.
• Establish product roadmaps and prioritize initiatives based on impact.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Oversee customer service operations to ensure timely issue resolution.
• Monitor customer feedback and KPIs to identify improvement opportunities.
• Foster a customer-first culture throughout the organization.
• Lead, mentor, and develop product management and customer service teams.
• Establish performance goals, coaching programs, and succession planning.
• Promote collaboration, accountability, and continuous professional development.
• Partner with Sales, Marketing, Engineering, Operations, Manufacturing, and Supply Chain teams to support product success.
• Ensure alignment between customer requirements and product development initiatives.
• Facilitate cross-department communication to improve execution and outcomes.
• Analyze product performance, customer satisfaction metrics, and market data to support strategic decisions.
• Develop operational improvements that enhance efficiency, profitability, and service quality.
• Drive continuous improvement initiatives and support organizational transformation efforts.

Skills

Product leadership

Cross-functional leadership

Product lifecycle

CRM knowledge

Negotiation

Decision-making

Financial acumen

Project management

Analytical skills

Communication

Education

Bachelor's degree

Job description

JMJ PHILLIP seeks an accomplished executive to lead Product Management & Customer Service, shaping strategy, driving innovation, and building high-performing teams. This role partners across Sales, Marketing, Engineering, Operations, and Supply Chain to align customer needs with product initiatives.

The Head will own the product lifecycle, oversee service excellence, and steer cross-functional transformation to fuel growth and operational excellence.