Head – Product Management & Customer Service

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

We are seeking a Head – Product Management & Customer Service to lead the strategic direction of product management and customer service operations. This executive leadership role is responsible for driving product innovation, enhancing the customer experience, developing high-performing teams, and ensuring cross-functional alignment to achieve business growth and operational excellence.

Position Responsibilities

Product Strategy & Leadership

• Develop and execute the organization's product management strategy aligned with business objectives.
• Lead the product lifecycle from market analysis and planning through launch and continuous improvement.
• Identify market trends, customer needs, and competitive opportunities to drive product innovation.
• Establish product roadmaps and prioritize initiatives based on business impact.

Customer Service Excellence

• Develop and implement strategies to enhance customer satisfaction and retention.
• Oversee customer service operations to ensure timely and effective issue resolution.
• Monitor customer feedback and key performance indicators to identify opportunities for improvement.
• Foster a customer-first culture throughout the organization.

Team Leadership & Development

• Lead, mentor, and develop product management and customer service teams.
• Establish performance goals, coaching programs, and succession planning initiatives.
• Promote collaboration, accountability, and continuous professional development.

Cross-Functional Collaboration

• 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 communication across departments to improve execution and customer outcomes.

Business Performance & Continuous Improvement

• 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.

Prerequisites

• Bachelor's degree in Business, Engineering, Marketing, or a related field.
• Extensive leadership experience in Product Management, Customer Service, or a related business function.
• Proven success leading cross-functional teams and driving strategic business 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.

Certifications (Preferred, but not Required)

• MBA or other advanced business degree
• Project Management Professional (PMP)
• Certified Product Manager (CPM) or equivalent
• Lean Six Sigma Green Belt or Black Belt
• Customer Experience (CX) or Customer Service Leadership Certification

What the Role Offers

• Salary Range: $274,000 – $300,000 annually
• Executive-level compensation package
• Performance-based bonus opportunities
• Comprehensive medical, dental, and vision insurance
• 401(k) with company contribution
• Paid time off and company holidays
• Executive leadership development opportunitiesber
• Professional training and continuing education support
• Opportunity to shape product strategy, elevate customer experience, and influence long-term business growth

Why Perrysburg?

Perrysburg offers an outstanding environment for executive professionals, combining a strong business community with an exceptional quality of life. The area provides access to a growing manufacturing and technology sector, excellent schools, vibrant local amenities, and convenient transportation, making it an attractive location for leaders seeking both career advancement and a welcoming community.