Senior Product Manager - Digital Service Experience

Cinch Home Services, Inc.; Boca Raton (FL); Hybrid; USD 140,000 - 180,000; Full time

Job summary

Cinch Home Services, Inc. is seeking a Senior Product Manager - Digital Service Experience to lead product strategy for our digital customer service ecosystem, including contact center engagement, self-serve, field service management, and the platforms connecting customers, technicians, and agents.

This role owns the domain roadmap and blends strategic ownership with hands-on team leadership. This is a player-coach role.

Qualifications

• 6-10 years of product management leadership experience.
• 2+ years managing product managers or analysts.
• Experience with Digital Customer Service, Self-Serve, Contact Center Solutions, and Field Service Management platforms.

Responsibilities

• Own domain strategy for digital customer service and align roadmaps to OKRs.
• Coach product managers and analysts to foster product thinking and outcomes.
• Lead the shift to an empowered, outcome-based product operating model.
• Own domain KPIs and ensure measurement-driven decisions.
• Collaborate with engineering to apply scalable architectural patterns.
• Evaluate opportunities to apply AI within the domain.
• Influence roadmap prioritization and represent the domain in planning.
• Improve backlog quality and stay hands-on with high-leverage work.
• Communicate domain strategy, outcomes, and risk to senior stakeholders.
• Perform other duties as assigned.

Skills

Product leadership

Team coaching

Data-driven decisions

Executive communication

AI in product workflows

Digital customer service knowledge

Education

Bachelor's degree or equivalent

Tools

SAFe

MS Office

Job description

Job Category: Information Technology

Requisition Number: SENIO003817

• Posted : September 16, 2026
• Full-Time
• Hybrid

Locations

Showing 1 location

Description

The Senior Product Manager - Digital Service Experience leads product strategy for our digital customer service ecosystem: contact center engagement, self-serve, field service management, and the platforms connecting customers, technicians, and agents throughout the service lifecycle. This role owns the domain roadmap and blends strategic ownership with hands-on team leadership.

This is a player-coach role. You'll set direction for a complex, multi-stakeholder domain while coaching your team toward strong product thinking, experimentation rigor, and ownership of outcomes over output. At Cinch, we’re transforming from a structured, execution-focused way of working toward an empowered, outcome-based product operating model. This leader will be expected to drive that transformation within their team.

Summary of Responsibilities

• Own domain strategy for digital customer service, translating ambiguous business and customer needs into a clear, sequenced roadmap aligned to company OKRs
• Manage and coach product managers and analysts (FTE and contract), building product thinking, experimentation rigor, and ownership of outcomes
• Lead the team's shift from structured, execution-focused ways of working toward an empowered, outcome-based model, diagnosing and closing gaps in team maturity along the way
• Own domain-level KPIs, ensuring measurement is built into every initiative and that performance gaps get diagnosed and corrected rather than just reported
• Partner with the engineering team to apply and enforce architectural patterns within the domain so solutions are scalable and reusable rather than proliferate as point solutions
• Evaluate opportunities to apply AI within the domain and drive adoption of AI-enabled workflows across the team and its platforms
• Influence engineering trade-offs and cross-functional roadmap prioritization; represent the domain in planning and resourcing conversations
• Improve backlog quality, intake rigor, and delivery standards across the team, while staying hands-on with the highest-leverage initiatives
• Communicate domain strategy, outcomes, and risk clearly to senior stakeholders
• Perform other duties as assigned.

Qualifications

• 6-10 years of product management experience, including demonstrated product leadership (owning strategy and direction, not solely execution-level requirements)
• 2+ years directly managing product managers and/or product analysts (FTE and contractor), with a track record of team development and retention
• Experience operating in, and ideally shifting a team toward, an empowered, outcome-based product model
• Experience with Digital Customer Service & Engagement, Digital Self-Serve, Contact Center Solutions, and Field Service Management platforms

Nice to Have

• Customer service platform experience (e.g., NICE CXone, Amazon Connect, Salesforce Service Cloud, Zoho Desk)
• Field Service Management platform experience (e.g., ServiceBench, Service Titan, Dispatch, Housecall Pro, ServicePower)
• Familiarity with PI planning and Agile delivery frameworks (e.g., SAFe)

Experience/Other Requirements

• Strong data fluency; comfortable using metrics to diagnose performance gaps and rationalize domain-level decisions
• Curiosity and practical experience applying AI to product and team workflows, with the judgment to evaluate where it creates real value
• Excellent written, verbal, and executive presentation skills; able to translate domain complexity into a clear story for senior stakeholders
• Proven ability to collaborate with internal/external technical peers, vendors, and business partners
• Experience with Insurance/Warranty/Service industries, Field Management, Case Management, or Contact Centers is a plus
• Advanced proficiency in MS Office (Word, PowerPoint, Excel)

Education

• Bachelor's degree or equivalent experience

Equal Opportunity Employer
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