Product Manager, Customer Experience

BillGO, Inc.; Fort Collins (CO); On-site; USD 111,000 - 161,000; Full time

Job summary

BillGO is seeking a Product Manager in Fort Collins, CO to turn Customer Experience strategy into practical capabilities. You’ll own backlog, conduct user research, and translate insights into user stories for DX features. Collaborate across engineering, data, and marketing to deliver outcomes with measurable impact.

The role emphasizes GTM support, release readiness, and balancing speed with scalability. You’ll analyze activation, retention, and engagement while guiding cross-functional teams

Qualifications

• 3+ years of product management experience shipping customer lifecycle features.
• Experience turning insights into digital product experiences in fintech/digital platforms.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Understanding of customer lifecycle metrics and cohort analysis.
• Experience writing user stories and working with engineering in Agile environments.
• Ability to leverage AI tools to improve speed, quality, and impact.

Responsibilities

• Product Discovery & Roadmap: Own backlog and contribute to roadmap for Customer Experience capabilities.
• User research and data analysis to understand customer needs and pain points.
• Translate business goals and insights into clear user stories and requirements.
• Identify opportunities to test and improve utilization, retention, and adoption.
• Go-To-Market Support: Collaborate with data/engineering to support GTM plans.
• Prepare launch readiness materials, release notes, and enablement for teams.
• Keep stakeholders informed on timelines, scope changes, and release status.
• Product Development & Delivery: Scope, build, and ship CX features with engineering.
• Write requirements and acceptance criteria; define success metrics.
• Manage backlog prioritization and balance speed with feasibility.
• Performance & Optimization: Track KPIs; design/run experiments; work with analytics.
• Cross-Functional Collaboration: Partner with marketing, engineering, data; communicate priorities.

Skills

Product management

Backlog ownership

Roadmap development

User research

Agile / Scrum

Requirements writing

Data analysis

AI tools usage

Tools

Claude

ChatGPT

Job description

Job Details: Job Location: Fort Collins, CO 80528, Position Type: Full Time, Salary Range: $110,600.00 - $161,400.00 Salary/year, Travel Percentage: Up to 25%, Job Category: Product, Product Manager

Why This Role Matters

This role turns BillGO’s Customer Experience strategy into the product capabilities customers use every day. By owning requirements, delivery, and measurement for Customer Experience features, this role helps the team ship the right things on time, with clear evidence of impact.

What You’ll Do

Product Discovery & Roadmap Execution

• Own the backlog and contribute to the roadmap for Customer Experience capabilities across BGX, in line with the strategy set by the Director of Product
• Conduct user research and analyze qualitative and quantitative data to understand customer needs and pain points
• Translate business goals and customer insights into clear user stories and product requirements
• Identify and propose opportunities to test and improve utilization, retention, and adoption of products & services

Go-To-Market Support

• Work with data and engineering teams to make sure product capabilities support GTM plans
• Prepare launch readiness materials, release notes, and enablement for go-to-market and support teams
• Keep stakeholders informed on delivery timelines, scope changes, and release status

Product Development & Delivery

• Work day-to-day with engineering to scope, build, and ship Customer Experience features
• Write clear requirements and acceptance criteria, and define success metrics for each feature
• Manage backlog prioritization and make trade-offs between speed, scalability, and technical feasibility

Performance & Optimization

• Track key performance indicators (net promoter score, retention rates, utilization rates, LTV, etc.) for the features you own
• Design and run experiments (e.g., A/B tests) to improve Customer Experience outcomes
• Work with analytics to instrument features and report on results

Cross-Functional Collaboration

• Collaborate with engineering, design, data, and marketing partners to keep work moving
• Communicate priorities, trade-offs, and progress clearly to stakeholders and your manager

Qualifications: What You Bring

• 3+ years of experience in product management, with hands-on experience shipping customer lifecycle features
• Experience turning customer insights and analysis into digital product experiences, especially within digital platforms
• Strong analytical and problem-solving skills along with a customer-focused mindset
• Understanding of customer lifecycle metrics (activation, utilization, engagement, retention, churn)
• Experience with cohort analysis and segmentation
• Experience writing user stories and working with engineering teams in an Agile environment
• Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.
• Action-oriented and detail-minded, comfortable owning work from requirements through release
• Experience working cross-functionally with marketing, engineering, and data teams

Preferred

• Experience in fintech, payments, banking, or lending
• Experience with customer experience mapping