Product Manager

When you work at Milan Laser Hair Removal, you don’t just have a job, you have a career. As the largest laser hair removal company in the nation, we take pride in offering opportunities across multiple disciplines, with room to grow. And, we do it in a fun, inclusive, and supportive environment. Whether you work in our customer care center, our headquarters, or at one of our 410+ clinics across the country, you can count on working alongside the best of the best in the industry. Our Culture The Milan Laser team is comprised of the most talented, hard-working, and fun-to-be-around folks in the industry. We take pride in being the largest laser hair removal company in the U.S., and our commitment to offering world-class customer service runs deep. At Milan Laser, we believe in recognizing employees for their contributions and celebrating our accomplishments along the way. Culture Clinic Manager Medical Provider Client Specialist Our Values Our core values govern the manner in which we work together, conduct our business and make decisions.

WOW CUSTOMERS

With world-class customer service In each other and follow through on commitments.

COLLABORATION

To build relationships and fuel innovation. In the service and products we provide.

RESPECT DIVERSITY

And treat each other with dignity.

POSITIVITY

And fun are encouraged and embraced.

PRIDE

In what we do and who we are. Do You Have The Milan Magic? We’re looking for people who are passionate about making a difference. Laser hair removal isn’t just about smooth skin. It’s about changing people’s lives by offering a transformative service in a supportive environment. We’re a growing company with excellent benefits, a progressive culture, and endless opportunities. Medical Professionals All procedures at Milan Laser are performed by highly-skilled medical professionals. If you crave a work-life balance (we’re serious - no overnights and no holidays!) and the opportunity to make a real impact on the lives of others, check out our open medical positions now. Clinic Operations Our client specialists are among the most influential roles at Milan as they are the first friendly faces our clients meet at their initial appointments and help them become the most confident versions of themselves as they embark on their hair-free journeys. The sky is the limit for client specialists — this role offers many opportunities for growth and internal promotions within Milan. Corporate Team Our corporate teams are expanding to meet the needs of our fast-growing organization. Whether you’re a financial genius, a marketing maven, an HR expert, a facilities pro, a technology wizard, a client service guru, or a warehouse and packaging master, we have the career for you. Our corporate teams enjoy an open, collaborative work environment and a fast-paced atmosphere. We want you to be happy, so we’re giving you comprehensive benefits that include competitive pay, paid vacation, off on major holidays and 401k options! Of course, we also offer health, dental, disability, and life insurance. Did we also mention free laser hair removal?

GENEROUS PTO

Full-time employees have flexible schedules and generous PTO PLUS 7 holidays. Employees and their spouses receive free laser hair removal treatments. 401K 4% match of employee contributions. Contributions are immediately fully vested. Provides grants to employees with financial hardships. Thrive in a collaborative environment with casual dress code. Milan Laser Hair Removal is one of the nation’s premier laser hair removal providers, with a growing network of clinics across the country. Our continued growth is driven by a commitment to delivering an exceptional client experience, investing in our people, and finding smarter, more innovative ways to support our clients and teams. As we continue to scale, technology and innovation are playing an increasingly important role in how we operate. We’re investing in tools that make it easier for clients to connect with us, create more efficient experiences for our teams, and help us deliver the high level of service our clients expect from Milan. This role will be part of that evolution, supporting one of the company’s most strategic technology initiatives. About the Role Milan is implementing a company-wide AI Omni platform to power Voice, SMS, and Chat interactions across our call center and broader client experience organization. This tool will directly shape how tens of thousands of client interactions are handled every month, making it one of the most strategically important technology initiatives in the company. We are hiring a Product Manager, AI Omni Platform to serve as the product owner for this tool. This person will own the platform end-to-end — from build and configuration through testing, launch, and ongoing optimization — and will be the primary link between the technology, our call center operations, and the business outcomes we're driving toward. This is a hands‑on, highly technical role paired with strong business acumen: someone equally comfortable in a testing environment, a data dashboard, and a room full of operations leaders. What You’ll Do Product Ownership Serve as the dedicated product owner for the AI Omni (Voice, SMS, Chat) platform, owning the roadmap, prioritization, and lifecycle of the tool Act as the primary liaison between the AI Omni vendor(s), internal IT/engineering, and business stakeholders Define and maintain product requirements, configuration standards, and use‑case documentation Build & Implementation Lead configuration and build‑out of Voice, SMS, and Chat workflows, call flows, intents, and automations within the platform Partner with the vendor's implementation team and Milan's IT/CIO organization on integrations (e.g., EMR, telephony, CRM, scheduling systems) Own technical setup of new use cases, scripts, and channel expansions as the platform scales across clinics Testing & Quality Build and manage structured test environments and test plans for new releases, workflows, and integrations Conduct rigorous QA/UAT before any change reaches production, minimizing risk to the live client experience Establish a repeatable process for regression testing as the platform evolves Continuously monitor platform performance and identify opportunities to enhance call handling, containment, deflection, and overall client experience Own the enhancement backlog — evaluating requests from the business, prioritizing based on impact and effort, and driving them through to delivery Stay current on the vendor's product roadmap and evaluate new features for applicability to Milan's operations Data & Business Consultation Build and maintain reporting/dashboards on key platform metrics (volume, containment, resolution, sentiment, escalation rates, SLA performance, etc.) Translate data outputs into clear, actionable recommendations for operations, marketing, and executive leadership - Serve as an internal consultant to the business — helping stakeholders understand what the data shows and what to do about it Present performance updates and strategic recommendations to leadership and cross‑functional stakeholders on a regular cadence Cross‑Functional Collaboration Partner closely with Operations, IT, Legal, and Marketing to ensure the platform aligns with brand standards, compliance requirements, and client experience goals Support change management and training efforts as new capabilities roll out to the call center and clinics Coordinate with any task forces or steering committees overseeing the AI Omni rollout WhatYou Bring 4+ years of experience in product management, business/systems analysis, or technical program management, ideally involving a contact center, CX, or CRM platform Demonstrated experience owning a software product or platform through its full lifecycle: requirements, build, test, launch, and iteration Strong technical aptitude — comfortable working directly in platform back‑ends, configuring workflows/logic, and troubleshooting technical issues without needing to expand every item to engineering Experience building and executing structured test plans/test environments (UAT, regression testing, QA processes) Strong data literacy — able to build reports/dashboards, analyze performance data, and translate findings into business recommendations Excellent communication skills, with the ability to consult and influence both technical teams and non‑technical business leaders Strong project management skills; ability to manage multiple concurrent workstreams and vendor relationships Preferred Experience with AI‑driven Voice, SMS, or Chat platforms (e.g., Bland AI, PolyAI, Sierra, or similar conversational AI/contact center platforms) Experience in a multi‑location, high‑volume call center or healthcare/retail services environment Familiarity with telephony/IVR systems, CRM platforms, and integration concepts (APIs, webhooks) Experience managing vendor relationships and SaaS implementations Background in process improvement, Six Sigma, or operational excellence methodologies What Success Looks Like The AI Omni platform is fully built, tested, and optimized to reliably support Voice, SMS, and Chat volume across Milan's clinic network New features and enhancements move through a clear, low‑risk testing and release process Business stakeholders receive regular, data‑backed insights that directly inform operational decisions The platform measurably improves client experience metrics (e.g., response time, containment, resolution, satisfaction) over time Medical, dental, vision, disability and life insurance within 30 days Unlimited PTO - work with your manager and take time as needed 6 Paid holidays $50 cellphone stipend paid out monthly 401k retirement plan with vested 4% employer match after 90 days Career advancement opportunities + Culture/environment Employees and their spouse or legal partner receive free laser hair removal services To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas. At Milan Laser Hair Removal, we're passionate about equity, inclusion, and diversity. We believe that a diverse team is essential for delivering excellent service and achieving health equity for our clients. We go beyond demographics, valuing the unique identities and experiences of our employees. Our commitment is to build a team that reflects the clients we serve. We're an equal opportunity employer, welcoming all qualified individuals, regardless of race, color, religion, gender, sexual orientation, and more. Milan Laser Hair Removal is dedicated to creating an inclusive, discrimination‑free workplace where everyone can thrive. ADA Statement Milan Laser Hair Removal complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io. #J-18808-Ljbffr Milan Laser