Senior Manager, CX Insights & Product Strategy

Fetch; Northern (KY); Hybrid; USD 123,000 - 145,000; Full time

Job summary

Fetch is seeking a Senior Manager of Customer Experience Insights to lead a team that turns user feedback into actionable product intelligence. You will partner with Product, Engineering, and Growth Marketing to ensure the voice of the user informs discovery, roadmaps, and launches.

This role can be based in one of our US offices or remote in the United States. You will establish the CXI operating model, coach Senior CXI Analysts, and build scalable processes that drive measurable business

Qualifications

• 8+ years of experience in Product Operations, Product Management, Customer Experience, Customer Insights, Business Strategy, Support Operations, Consulting, or a related field.
• 3+ years of experience leading high-performing teams and developing talent.
• Demonstrated success building programs, operating models, or team capabilities from concept to execution.
• Experience influencing product strategy and cross-functional decision-making without direct roadmap ownership.
• Strong communication, facilitation, and stakeholder management skills with senior stakeholders.

Responsibilities

• Establish and evolve the Customer Experience Insights team's operating model across the product lifecycle.
• Develop scalable processes for collecting, synthesizing, and operationalizing user feedback from support interactions, Voice of user programs, behavioral analytics, and other user feedback channels.
• Define standards for the team's user insight generation, user feedback taxonomy, reporting, and knowledge management.
• Build repeatable mechanisms that transform user feedback into prioritized product recommendations supported by measurable business impact.
• Coach and develop a team of Senior Customer Experience Insights Analysts.
• Create clear operating rhythms, quality standards, and development plans for the team.
• Foster a culture of curiosity, analytical rigor, user advocacy, and continuous improvement.
• Help establish CXI as a sought-after strategic partner with cross-functional teams.
• Partner closely with Product, Engineering, and Growth Marketing throughout the product lifecycle.
• Provide user intelligence that informs product discovery, roadmap prioritization, solution design, launch readiness, and post-release evaluation.
• Advocate for user investments using compelling narratives supported by quantitative evidence and operational metrics.
• Leverage historical user insights and lessons learned from previous launches to proactively identify user friction before development begins.
• Define success metrics that connect user experience improvements to business outcomes.
• Evaluate whether product releases reduced user effort, recurring support demand, and operational cost while improving adoption, engagement, and user satisfaction.
• Establish closed-loop feedback processes that validate product outcomes and continuously improve future product decisions.
• Build and maintain a centralized user intelligence knowledge base.
• Capture recurring user behaviors, historical product learnings, and emerging trends to strengthen future planning.
• Leverage AI and advanced analytics to improve insight generation, identify emerging opportunities, and scale the CXI capability.
• Demonstrate how Support Operations contributes to product innovation rather than simply reacting to user issues.

Skills

Strong communication

Facilitation

Stakeholder management

Cross-functional collaboration

Tools

SQL

Business intelligence platforms

Product analytics tools

User Support technologies

Job description

Fetch is seeking a Senior Manager of Customer Experience Insights to lead a team that turns user feedback into actionable product intelligence. You will partner with Product, Engineering, and Growth Marketing to ensure the voice of the user informs discovery, roadmaps, and launches.

This role can be based in one of our US offices or remote in the United States. You will establish the CXI operating model, coach Senior CXI Analysts, and build scalable processes that drive measurable business