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Senior Product Manager, Customer Service

At Jiffy.com, we’re dedicated to providing the fastest, most seamless experience for crafters, small business owners, and hobbyists. Whether they’re designing custom apparel or personalizing creations, we ensure their journey is smooth from start to finish. A critical part of this experience is our Customer Service Team, and we’re looking for a Product Manager to drive innovation, streamline operations, and enhance customer support through technology and process improvements.

As a Senior Product Manager – Customer Service, you’ll own the strategy and execution of tools, systems, and processes that empower our customer solutions team to work smarter and faster. You’ll partner closely with our operations leaders, and technical teams to implement best-in-class support solutions, optimize workflows, and introduce automation that improves both agent efficiency and the customer experience.

If you’re passionate about customer service technology, process optimization, and data-driven decision-making, this is your chance to make a significant impact on a high-growth e-commerce business.effective processes.

Candidate must be located in Mountain, Eastern or Central Time Zone.

Key Responsibilities:

  • Define & Prioritize Initiatives: Identify pain points in the support experience and develop a roadmap to address them through technology, automation, and product enhancements.
  • Collaborate with Engineering & Ops: Work cross-functionally to scope and implement new features, ensuring alignment with business needs and technical feasibility.
  • Own the Customer Solution Tech Stack: Evaluate, implement, and optimize platforms like Zendesk, chatbots, knowledge bases, AI-driven automation, and CRM tools.
  • Streamline Support Workflows: Work to design and launch process improvements that enhance agent efficiency and customer satisfaction.
  • Leverage Data & Insights: Use analytics to monitor performance, identify trends, and drive continuous improvements in service speed, resolution accuracy, and overall efficiency.
  • Enhance Self-Service Capabilities: Develop and optimize FAQs, help center content, and automation to reduce reliance on human support.
  • Drive Adoption & Training: Partner with Customer Support leadership to ensure smooth rollouts of new tools and processes, providing training and support for adoption.
  • Advocate for the Customer: Always prioritize improvements that reduce friction and enhance the overall support experience for both customers and agents.

Qualifications:

  • Product Management Expertise: 4+ years of experience as a Product Manager, preferably focused on customer service, support technology, or operational efficiency.
  • Customer Support Tech Proficiency: Familiarity with platforms like Zendesk, Intercom, chatbots, AI-driven ticketing, and workforce management tools.
  • Data-Driven Mindset: Strong ability to analyze KPIs, identify bottlenecks, and use insights to drive product decisions.
  • Efficiency-Obsessed: Passion for automation, workflow optimization, and reducing response and resolution times.
  • Cross-Functional Leadership: Experience collaborating with engineering, customer support, and operations teams to implement impactful solutions.
  • Excellent Communication Skills: Ability to clearly articulate goals, requirements, and product updates to both technical and non-technical stakeholders.
  • Agile & Adaptable: Comfortable in a fast-paced environment where priorities may shift based on evolving business needs.

Average salary estimate

$115000 / YEARLY (est.)
min
max
$100000K
$130000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Product Manager, Customer Service, Jiffy

At Jiffy.com, we’re on a quest to deliver the smoothest, most effective experience for every crafter, small business owner, and hobbyist out there – and we're excited to announce that we're looking for a Senior Product Manager, Customer Service to join our dynamic team! This role is pivotal in driving innovative solutions that enhance our customer service delivery. Imagine being the brain behind strategic tools, systems, and processes that not only make life easier for our dedicated customer solutions team but also leave our customers smiling. In this position, you will collaborate with our operations leaders and tech wizards to implement cutting-edge solutions that are all about efficiency and exceptional service. You'll have the opportunity to define a roadmap that addresses customer pain points with technology, automation, and continuous process improvements. Getting your hands on platforms like Zendesk and chatbots will help you create a seamless workflow experience. We are passionate about data-driven decision-making and rely heavily on insights to monitor performance and spot trends. If you have a flair for automation, a knack for operational efficiency, and love working in a lively environment, this is your chance to shine at Jiffy.com. You'll be advocating for both our customers and our agents, streamlining processes, and enhancing overall support experiences. Join us in crafting an innovative and engaging customer support landscape – your expertise in customer service technology and product management can help us make a significant impact in our fast-growing e-commerce world!

Frequently Asked Questions (FAQs) for Senior Product Manager, Customer Service Role at Jiffy
What are the main responsibilities of a Senior Product Manager, Customer Service at Jiffy.com?

As a Senior Product Manager, Customer Service at Jiffy.com, your responsibilities include defining and prioritizing initiatives that tackle pain points in the customer support experience, collaborating with engineering and operations teams to roll out new features, and owning the tech stack that supports customer solutions. This means you'll be evaluating and optimizing platforms, analyzing performance data to drive continuous improvement, and enhancing self-service capabilities while ensuring a smooth training process for the customer support team.

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What qualifications are necessary for the Senior Product Manager, Customer Service position at Jiffy.com?

To qualify for the Senior Product Manager, Customer Service position at Jiffy.com, candidates need at least 4 years of experience in product management, ideally with a focus on customer service or operational efficiency. Familiarity with customer support technologies, such as Zendesk or chatbots, along with a strong data-driven mindset and excellent communication skills, are essential. Additionally, candidates should be agile and adaptable, able to thrive in a fast-paced environment with shifting priorities.

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How does the Senior Product Manager, Customer Service role contribute to customer experience at Jiffy.com?

The Senior Product Manager, Customer Service at Jiffy.com plays a vital role in enhancing customer experience by developing tools and processes that improve the efficiency and effectiveness of customer interactions. By leveraging data analytics to monitor service performance and implementing automation solutions that streamline workflows, this role directly contributes to faster response times and higher resolution accuracy, ultimately leading to a happier customer base.

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What tools and technology does a Senior Product Manager, Customer Service at Jiffy.com use?

In the role of Senior Product Manager, Customer Service at Jiffy.com, you will work with various tools and technologies, including platforms like Zendesk, chatbots, AI-driven automation systems, and CRM tools. Your expertise in these technologies will help you optimize the customer support tech stack, improve agent workflows, and enhance self-service capabilities for users seeking assistance.

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What is the work culture like for the Senior Product Manager, Customer Service at Jiffy.com?

At Jiffy.com, the work culture for a Senior Product Manager, Customer Service is vibrant and collaborative. The team is focused on innovation, efficiency, and customer success, which creates an environment where your ideas and contributions can drive real change. Collaboration with cross-functional teams, the encouragement of a data-driven approach, and a passionate commitment to enhancing customer experiences are all part of the culture you'll enjoy at Jiffy.com.

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Common Interview Questions for Senior Product Manager, Customer Service
Can you explain your experience with customer service technology as a Senior Product Manager?

When answering questions about your experience with customer service technology, focus on specific platforms you have worked with, such as Zendesk or CRM systems. Highlight any successful projects you managed that involved implementing new technologies or optimizing existing ones. Provide metrics or outcomes where possible to demonstrate your impact.

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How do you prioritize features and initiatives in a product management role?

Explain your systematic approach to prioritization, such as using a framework that weighs customer needs, data analytics, and feasibility. Discuss the importance of balancing short-term gains with long-term strategic goals and provide examples from previous roles to illustrate your decision-making process.

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Describe a time you had to collaborate with a technical team. How did you ensure effective communication?

Share a specific example of a project where you worked closely with technical teams. Emphasize how you translated business requirements into technical terms and maintained clear communication throughout. Mention tools or practices you used, such as regular check-ins or project management software, to facilitate collaboration.

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What strategies do you use to drive user adoption of new tools or systems?

You might describe techniques such as comprehensive training sessions, creating engaging user documentation, and soliciting user feedback to refine the rollout process. Share examples of how you managed user adoption at previous positions and the impact it had on performance or productivity.

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How do you utilize data in your product management decisions?

Delve into specifics about data analysis. Talk about the key performance indicators (KPIs) you monitor and how those metrics influence your product decisions. Provide an example of a situation where data led to a successful product enhancement or shift in strategy.

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What do you believe is the biggest challenge facing customer service today?

Discuss challenges such as evolving customer expectations, the rise of automation, or keeping up with technological advancements. Offer insights on how you think companies, including Jiffy.com, can tackle these challenges through innovative product solutions and strategic thinking.

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Can you provide an example of a process improvement you've implemented in a past role?

Share a time when your initiatives led to measurable improvements. Describe the challenges before the improvement, the steps you took to implement change, and the positive outcomes that resulted, such as increased efficiency or customer satisfaction.

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How do you keep up with trends and changes in customer service technology?

Talk about how you follow industry news, participate in webinars and conferences, and engage with online communities. Demonstrate your commitment to continuous learning and how staying informed enables you to innovate and drive progress in your role.

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What steps do you take to ensure alignment between product goals and customer needs?

Highlight your approach to gathering customer feedback, conducting usability testing, and collaborating with cross-functional teams to ensure that product developments are centered around actual user experiences and needs.

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How do you advocate for customers as a Senior Product Manager?

Articulate your strategies for understanding customer needs, such as soliciting feedback, analyzing support tickets, and reviewing customer journey maps. Discuss how you translate these insights into actionable product requirements that prioritize customer satisfaction.

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Jiffy.com is a company that operates in the Restaurants industry. It employs 6-10 people and has $1M-$5M of revenue. The company is headquartered in the United States.

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Full-time, hybrid
DATE POSTED
March 4, 2025

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