Product Manager, Customer Experience

Product Manager BillGO

Product Manager BillGO is seeking a Product Manager to help build and improve the product capabilities that support customers across the lifecycle (enrollment, activation, retention, churn, engagement). Reporting to the Director of Product – Customer Experience, you will turn the Customer Experience strategy into well-defined requirements, prioritized backlogs, and shipped features. This is a hands-on individual contributor role focused on discovery, requirements, delivery, and measurement. You will own day-to-day product execution for Customer Experience features, working closely with engineering, data, marketing, and go-to-market teams. Your work will help improve the experience for existing customers, with a focus on increasing lifetime value, improving retention, and broadening adoption of BillGO's products & services, and will support efforts to improve prospect targeting.

This role turns BillGO's Customer Experience strategy into the product capabilities customers use every day. By owning requirements, delivery, and measurement for Customer Experience features, this role helps the team ship the right things on time, with clear evidence of impact. With a dedicated product manager focused on execution, BillGO can move faster from idea to release, learn from every launch, and steadily improve utilization, engagement, and retention across our customer base.

Product Discovery & Roadmap Execution

Own the backlog and contribute to the roadmap for Customer Experience capabilities across BGX, in line with the strategy set by the Director of Product

Conduct user research and analyze qualitative and quantitative data to understand customer needs and pain points

Translate business goals and customer insights into clear user stories and product requirements

Identify and propose opportunities to test and improve utilization, retention, and adoption of products & services

Go-To-Market Support

Work with data and engineering teams to make sure product capabilities support GTM plans

Prepare launch readiness materials, release notes, and enablement for go-to-market and support teams

Keep stakeholders informed on delivery timelines, scope changes, and release status

Product Development & Delivery

Work day-to-day with engineering to scope, build, and ship Customer Experience features

Write clear requirements and acceptance criteria, and define success metrics for each feature

Manage backlog prioritization and make trade-offs between speed, scalability, and technical feasibility

Performance & Optimization

Track key performance indicators (net promoter score, retention rates, utilization rates, LTV, etc.) for the features you own

Design and run experiments (e.g., A/B tests) to improve Customer Experience outcomes

Work with analytics to instrument features and report on results

Cross-Functional Collaboration

Collaborate with engineering, design, data, and marketing partners to keep work moving

Communicate priorities, trade-offs, and progress clearly to stakeholders and your manager

Qualifications: What You Bring

3+ years of experience in product management, with hands-on experience shipping customer lifecycle features

Experience turning customer insights and analysis into digital product experiences, especially within digital platforms

Strong analytical and problem-solving skills along with a customer-focused mindset

Understanding of customer lifecycle metrics (activation, utilization, engagement, retention, churn)

Experience with cohort analysis and segmentation

Experience writing user stories and working with engineering teams in an Agile environment

Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.

Action-oriented and detail-minded, comfortable owning work from requirements through release

Preferred Experience in fintech, payments, banking, or lending

Experience with customer experience mapping