Customer Experience Product Manager

Job Description

Job Description

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We've done the same for our people (VEGgies), finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong.

We're rethinking emergency care from every angle—from how we run our hospitals to how we support the people working inside them. That's where our headquarters team comes in. Whether building technology to make our hospitals more efficient, recruiting and growing incredible VEGgies, or bringing our brand to life through marketing, our VQ (VEG Headquarters) team makes it all possible—ensuring our hospitals and people have everything they need to help pets and their families.

VEG is a 2025 and 2026 certified Great Place to Work®.

THE JOB

We're looking for an experienced and self-motivated Product Manager for a new product squad focused on customer experience initiatives. Our product and engineering efforts until now have been largely focused on internal clinical tooling, building the software that our doctors and nurses use every day to treat patients, save lives, and run our core business. Now, we're ready to bring that same technology investment and intention to our customer experience.

You will help define, shape and build brand new software and experiences that directly engage with our 1 million (and growing) customers per year. Your work will help drive the amazing VEG customer experience, creating new touchpoints that deepen relationships, support pet owners in meaningful moments, and amplify the care and connection that has defined VEG's success for over 10 years.

WHAT YOU'LL DO

• Drive discovery through customer interviews, usage data, and support insights, validating problems and solutions before committing engineering resources.
• Partner with veterinarians, nurses, and hospital staff to understand clinical workflows, ensuring that new customer experience initiatives don't interfere with hospital operations.
• Work closely with VQ stakeholders to build business cases and quarterly roadmaps that clearly communicate prioritization tradeoffs to the business.
• Build strong relationships across Marketing, Creative, Customer Experience, Customer Research, Data, Growth, Operations, and VQ leadership to align product decisions with VEG strategic priorities.
• Work closely with marketing, brand, and creative teams to ensure customer facing initiatives represent and embrace our unique brand identity.
• Define go to market strategies for new products, working closely with our marketing teams to align on customer facing strategy, messaging, and positioning.
• Define and monitor key KPIs that track the success of new initiatives and products.
• Collaborate with operational and technical support teams to ensure new features and products land well in real hospital environments.
• Write clear product specs, user stories, and acceptance criteria that define the key requirements for new features.
• Collaborate closely with design and engineering through the entire research, design, development, and launch lifecycle of new features and products.
• Participate in key sprint ceremonies to guide and support the product team in the execution of the roadmap.

WHAT YOU NEED

• Strong product management craft, with experience taking products from discovery through launch, adoption, measurement, and iteration.
• Experience setting product strategy, building roadmaps, communicating tradeoffs, and connecting product decisions to customer, business, and operational outcomes.
• Experience grounding product decisions in data, using quantitative insights, user research, and stakeholder context to measure impact and make thoughtful tradeoffs.
• A track record of building trust with Product Development partners (Engineering, Design, Data) and cross-functional stakeholders.
• Experience building 0->1 B2C products with thoughtful marketing and go to market strategies
• Strong empathy for users, customers, and operators, especially in complex, workflow-heavy environments where product changes need to be thoughtfully delivered.
• Practical fluency with modern AI product opportunities, including LLMs and RAG, and the judgment to identify where AI can create real value without chasing hype,
• Experience with clinical products (veterinary / human healthcare) is a plus.

WHO YOU ARE

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's' accomplishments
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results 
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge

HOW WE INVEST IN YOU

• Competitive compensation including ($180,000 - $220,000) base salary + bonus + benefits.
• Comprehensive health and wellness benefits, and access to free therapy or counseling
• Paid parental leave, up to 10 weeks at 100% of regular salary, and offering inclusive fertility and family-building care for all types of families
• Unlimited PTO to use for vacation or sick days - however you need it!
• Generous referral rewards, so our awesome people can bring in more awesome people.
• And the little (big) things, like casual office attire, ability to bring your fur baby to work, cool VEG swag, food in the fridge for when you're hungry and free lunches twice a week!!
• Company laptop and a monthly cell phone reimbursement

BETTER TOGETHER: WHY IN-PERSON MATTERS AT VEG HQ 

Our hospitals thrive on in-person collaboration, and VQ is no different. Time in the office sparks stronger connections, meaningful conversations, and better results—all bringing our core values to life. We prioritize being present because our values are best achieved side by side. Plus, we make getting here easy with free parking and a shuttle from the White Plains Metro-North station.

DEI

At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is "Helping people and their pets when they need it most." And we do that better when our VEGgies (employees) feel valued, respected, and empowered to bring their authentic selves to work. That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.

We are focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered. Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world's veterinary emergency company.