Product Manager, Customer Experience

Product Manager, Customer Experience 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. Why This Role Matters 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. What You'll Do 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 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 Experience working cross-functionally with marketing, engineering, and data teams Preferred Experience in fintech, payments, banking, or lending Experience with customer experience mapping