Senior Product Manager - Roaming & Customer Voice

Senior Product Manager for Roaming & Customer Voice

Mercedes-Benz High-Power Charging (MBHPC) is building a premium, open-access charging network designed for all EV drivers. In this role, you aren't just connecting APIs; as the Senior PM for Roaming & Customer Voice, you are the final gatekeeper for quality. Your goal is to achieve market-leading first-time success rates, ensuring that every driver—regardless of their vehicle brand—experiences a dependable, 100% accurate charging session.

You will lead the charge in achieving market-leading 1st-time success rates. You will have the unique autonomy to "gate-keep" quality, with full sign-off authority on roaming partner go-lives. While you will navigate a shared engineering pool, you will have the data and the forum to ensure the "Voice of the Customer" directly dictates technical priorities.

This role sits at the heart of interoperability, customer trust, and network utilization.

Benefits

When working at Mercedes-Benz High - Power Charging (MBHPC), you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.

As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond – beginning day one:

Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance

Need a vacation? How about just some time for YOU! In addition to our vacation time, you'll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!

Ride in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease Program

We want you to be healthy! Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities

Is your family growing? Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child

Want to go back to school? Tuition Assistance Scholar Program - receive up to $8k in vouchers to complete business-related coursework

• $6k for undergraduate
• $8k for graduate

Job Overview:

As Senior Product Manager for Roaming & Customer Voice, you'll own both the build phase (connecting new roaming partners) and the live phase (ongoing quality and performance), while acting as the product owner for customer‑discovered pain points across indirect channels.

Responsibilities:

• The Roaming Ecosystem: Design and own a repeatable onboarding framework for roaming partners that scales our reach while ensuring technical and experience acceptance criteria are met.
• The Voice of the Customer: Own the feedback loop for both roaming and non-roaming digital touchpoints. You will be responsible for translating support cases, qualitative feedback, and complaints into a prioritized roadmap.
• Ecosystem Quality Governance: Collaborate with partner distribution and engineering to track and improve partner performance in live operations.
• Closing the Quality Loop: Ensure that recurring customer pain points aren't just "logged"—they must result in measurable, production-level quality gains.
• Data Distribution Strategy: Execute our roadmap for direct vs. aggregator partnerships to ensure our network data is seamlessly enabled across all driver-facing solutions.

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position. This position requires a minimum of 5 years of overall work experience. Preferred experience includes: Project Management or Technical Program experience

Education: Bachelor's Degree is preferred

What you bring

• Strong understanding of platforms, integrations, or multi‑party ecosystems (roaming/OCPI experience is a plus)
• Ability to reason across customer experience, system behavior, and partner constraints
• Structured, system‑thinking mindset with high ownership
• Passion for EV charging, customer trust, and operational quality

What Success Looks Like

In the first 3 months

• You've mapped the current roaming landscape: partners, gaps, known failure modes, and customer pain points.
• A structured roaming onboarding framework is defined, covering readiness checks, experience acceptance, and go‑live criteria.
• Customer feedback related to roaming and indirect channels is clearly synthesized into actionable themes.
• You are recognized internally as the product owner who truly understands "what customers experience" when charging via roaming.

In the first 6 months

• New roaming partners are onboarded through a repeatable, scalable process, with fewer post‑launch surprises.
• Roaming‑caused failures are easier to detect, explain, and resolve due to clearer expectations and quality controls.
• Customer complaints related to roaming are decreasing, or at least clearly attributable with visible corrective actions.
• Go‑live decisions are respected because they balance growth ambition with customer readiness.

Over time

• Roaming transitions from a risk factor to a reliable growth channel.
• Customer voice is no longer anecdotal but systematically shapes product priorities.
• MBHPC is perceived by partners and customers as a network that is interoperable and dependable.