Product Manager

The Cake; Florida; On-site; USD 110,000 - 170,000; Full time

Job summary

The Cake is seeking a Senior Product Manager to lead strategy and execution across its digital customer service ecosystem. This player-coach role owns product direction while developing teams, improving experiences, and driving business outcomes across self-service, contact center, and field service platforms.

You will guide product roadmaps, align with company OKRs, and partner with Engineering to deliver scalable AI-enabled workflows while refining backlog processes and performance dashboards.

Qualifications

• 6–10 years of product management with demonstrated strategic leadership
• 2+ years directly managing Product Managers and/or Product Analysts
• Experience owning complex product roadmaps and measurable business outcomes
• Strong background in digital customer service, self-service, contact center, or field service platforms
• Experience developing teams within outcome-driven product environments
• Strong analytical skills and experience using KPIs to guide decisions
• Ability to partner effectively with Engineering, stakeholders, and vendors
• Excellent executive communication, presentation, and leadership skills
• Bachelor's degree or equivalent experience

Responsibilities

• Own digital customer service product strategy, roadmap, and priorities
• Lead product initiatives across contact centers, self-service, and field service management platforms
• Manage and mentor Product Managers and Analysts, including full-time and contract resources
• Translate customer and business needs into actionable product strategies aligned with company OKRs
• Drive the transition toward an empowered, outcome-focused product operating model
• Define and own domain KPIs, using data to identify gaps and improve performance
• Partner with Engineering to deliver scalable, reusable technology solutions
• Evaluate AI opportunities and implement practical AI-enabled workflows
• Improve backlog management, intake processes, and delivery standards
• Influence cross-functional priorities, technical trade-offs, and resource planning
• Communicate strategy, performance, and risks to executive stakeholders

Skills

Strategic leadership

People management

Roadmapping

Digital customer service

KPIs/data-driven decisions

Executive communication

Education

Bachelor's degree or equivalent experience

Tools

SAFe/PI planning

Agile delivery tools

Job description

Job Title:

Senior Product Manager - Digital Service Experience

Type:

Full Time, Direct Hire

Start:

Interviewing Now

Compensation:

DOE

A growing service technology organization is looking for a Senior Product Manager to lead strategy and execution across its digital customer service ecosystem. This is a player-coach role — owning product direction while developing teams, improving customer experiences, and driving measurable business outcomes across self-service, contact center, and field service platforms.

What You'll Be Doing

• Own digital customer service product strategy, roadmap, and priorities


• Lead product initiatives across contact centers, self-service, and field service management platforms


• Manage and mentor Product Managers and Analysts, including full-time and contract resources


• Translate customer and business needs into actionable product strategies aligned with company OKRs


• Drive the transition toward an empowered, outcome-focused product operating model


• Define and own domain KPIs, using data to identify gaps and improve performance


• Partner with Engineering to deliver scalable, reusable technology solutions


• Evaluate AI opportunities and implement practical AI-enabled workflows


• Improve backlog management, intake processes, and delivery standards


• Influence cross-functional priorities, technical trade-offs, and resource planning


• Communicate strategy, performance, and risks to executive stakeholders

Must-Haves (Don't Apply Without These)

• 6-10 years of product management experience with demonstrated strategic leadership


• 2+ years directly managing Product Managers and/or Product Analysts


• Experience owning complex product roadmaps and measurable business outcomes


• Strong background in digital customer service, self-service, contact center, or field service platforms


• Experience developing teams within outcome-driven product environments


• Strong analytical skills and experience using KPIs to guide decisions


• Ability to partner effectively with Engineering, business stakeholders, and vendors


• Excellent executive communication, presentation, and leadership skills


• Bachelor's degree or equivalent experience

You'll Stand Out If You...

• Have worked with NICE CXone, Amazon Connect, Salesforce Service Cloud, or Zoho Desk


• Bring experience with ServiceBench, ServiceTitan, Dispatch, Housecall Pro, or ServicePower


• Understand SAFe, PI planning, and Agile delivery frameworks


• Have experience in insurance, warranty, field services, or case management


• Have successfully transitioned teams toward empowered product operating models


• Bring practical experience integrating AI into product workflows