Senior Product Manager, AI‑Driven Customer Care

Petco; San Antonio (TX); On-site; USD 103,800 - 155,700; Full time

Job summary

A leading pet care company is seeking a Product Manager to enhance customer support technologies, focusing on Salesforce Service Cloud and AI capabilities. In this role, you will define the strategy for automation and customer self-service, ensuring close collaboration with IT and operational teams. Candidates should have over 5 years of product management experience in customer service technologies and strong analytical skills. A degree is required, with familiarity using tools like Jira and Figma. This is a full-time position located in San Antonio, Texas, offering a salary between $103,800 and $155,700.

Qualifications

• 5+ years of product management experience in customer service, CRM, or contact center technologies.
• Experience working with customer support teams, ideally with Salesforce Service Cloud or Amazon Connect.
• Understanding of how AI can improve support efficiency.

Responsibilities

• Own the roadmap for Salesforce Service Cloud and emerging AI capabilities.
• Drive a data-informed strategy for customer self-service.
• Develop deep expertise in Service Cloud and Amazon Connect functionalities.

Skills

Product management

Customer service experience

Data-driven decision making

Agile methodologies

Clear communication

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce Service Cloud

Amazon Connect

Jira

Figma

Job description

A leading pet care company is seeking a Product Manager to enhance customer support technologies, focusing on Salesforce Service Cloud and AI capabilities. In this role, you will define the strategy for automation and customer self-service, ensuring close collaboration with IT and operational teams. Candidates should have over 5 years of product management experience in customer service technologies and strong analytical skills. A degree is required, with familiarity using tools like Jira and Figma. This is a full-time position located in San Antonio, Texas, offering a salary between $103,800 and $155,700.