Group Product Manager, Customer Engagement & Experience

Ladders; United States; Remote; USD 244,000 - 287,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company contributions

Equity and bonus eligibility

Job summary

Ladders is seeking a Group Product Manager, Customer Engagement & Experience to shape the strategy for customer engagement and support experiences that improve service quality, efficiency, and satisfaction for a leader in the Finance & Insurance space.

You will own a product vision that blends automation, AI, and human oversight to deliver scalable retail support solutions, partnering with cross-functional teams to define measurable outcomes, prioritize the roadmap, and elevate the performance

Qualifications

• 10+ years in product management, esp. customer-facing support or automation.
• 5+ years leading PM teams and mentoring senior PMs.
• Experience delivering AI-powered products with governance and evaluation.

Responsibilities

• Own the vision, strategy, and roadmap for retail customer support experiences.
• Drive AI-powered self-service and automation across channels.
• Lead the strategic direction for the customer concierge program to strengthen customer relationships.
• Build proactive support capabilities to resolve issues before customers need to contact support.
• Develop and mentor a globally distributed product team, ensuring high-quality outcomes.

Skills

Product management

Leadership

AI products

Data-driven

Governance

Generative AI

Job description

For our client, we are seeking a Group Product Manager, Customer Engagement & Experience to join the team of a leader in the Finance & Insurance space.

This leader will shape the strategy for customer engagement and support experiences that improve service quality, efficiency, and customer satisfaction. The role will own a product vision that blends automation, AI, and thoughtful human oversight to deliver scalable retail support solutions. You will partner closely with cross-functional teams to define measurable outcomes, prioritize the roadmap, and elevate the performance of a globally distributed product organization.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $243,865 – $286,900 annually

Responsibilities

• Own the vision, strategy, and roadmap for retail customer support experiences
• Drive AI-powered self-service and automation across multiple channels
• Lead the strategic direction for the customer concierge program to strengthen customer relationships
• Build proactive support capabilities to resolve issues before customers need to contact support
• Develop and mentor a globally distributed product team, ensuring high-quality outcomes

Qualifications

• 10+ years of product management experience, particularly in customer-facing support or automation products
• 5+ years of experience leading product management teams and managing senior PMs
• Experience delivering AI-powered products with governance and evaluation controls
• Ability to define measurable outcomes and use data for roadmap prioritization
• Expertise in leveraging AI to enhance product efficiency and quality
• Responsible use of generative AI with human oversight for business-ready outputs

Benefits

• Medical, dental, and vision insurance
• 401(k) plan with company contributions
• Equity and bonus eligibility

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.