Product Manager - Customer Experience

About Us At Fullbay, our mission is simple - to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation- for our teams and our customers. Fullbay is the number one cloud-based shop management software for commercial repair shops and is growing fast. This is an exciting opportunity to join a high-performing team and help shape the next phase of growth for the company. Position Overview As a Product Manager - Customer Experience at Fullbay, you are responsible for defining and aligning end-to-end customer journeys that span multiple product domains. You contribute to and help maintain the roadmap for cross-domain customer experience initiatives, ensuring that workflows across Repair, Parts, Financials, and other areas come together into cohesive, intuitive experiences tailored to specific user roles within the Fullbay ecosystem. In this role, you serve as a cross-functional orchestrator and strategic partner to Product Owners, Engineering, Design, and business stakeholders. While Product Owners focus on execution within their respective domains, you ensure that the broader customer experience is intentional, consistent, and aligned with business priorities. You translate customer needs, operational realities, and market insights into clear product direction that shapes investment decisions and cross-team sequencing. Success in this role requires strong judgment, comfort navigating ambiguity, and the ability to connect detailed execution plans to a clear customer-centered vision. You balance near-term improvements with longer-term experience evolution, ensuring that each initiative helps maintain consistency and usability across the product. Primary Duties & Responsibilities Roadmap Ownership & Cross-Domain Coordination: Own and maintain the roadmap for cross-domain customer experience initiatives, defining short-term and longer-term priorities based on customer needs, business goals, and market conditions. Ensure that experiences for defined customer roles remain consistent and cohesive as they move across Repair, Parts, Financials, and other domains. Draft investment charters, product requirements documents (PRDs), and strategic briefs that guide execution across multiple teams. Data-Driven Decision Making & Metrics Alignment: Contribute to defining and tracking key performance indicators (KPIs) relevant to your product domain and associated business outcomes. Leverage customer feedback, operational insights, usage data, and performance metrics to guide prioritization and feature development. Manage tradeoffs between competing priorities and clearly communicate rationale to stakeholders. Research & Customer Insight: Participate in and support primary customer research initiatives to understand user pain points, workflows, and emerging needs. Conduct competitive and market analysis to ensure your domain remains relevant and differentiated. Regularly engage with customers and stakeholders, translating technical concepts into accessible explanations when needed. Cross-Functional Collaboration & Communication: Serve as a bridge between technical teams and business stakeholders, ensuring alignment across departments. Work collaboratively with Product Owners to align backlog execution with broader strategic intent. Partner with Engineering to ensure business requirements are clearly translated into actionable technical specifications. Navigate ambiguity and manage stakeholder expectations effectively, especially in high-pressure situations. Customer & Business Alignment: Champion customer needs while ensuring alignment with business objectives, revenue drivers, and retention strategies. Understand how specific user roles within automotive and commercial repair operations interact with the platform and where friction or inconsistency impacts performance. Adheres to all confidentiality and compliance regulations. Performs other duties as assigned. Minimum Education & Work Experience Bachelor's degree in Business, Computer Science, or a related field (or equivalent practical experience). 3-5 years of experience in Product Management, Product Ownership, or a related role within a SaaS or technology-driven organization. Demonstrated experience owning or contributing to product roadmaps and leading cross-functional initiatives. Experience conducting customer research and leveraging data to inform product decisions. Exposure to AI-enabled products or a strong willingness to adopt AI-driven workflows preferred. Experience in automotive, fleet, or commercial repair industries- either within software products serving these markets or through direct operational experience is extremely valuable. Experience working closely with engineering teams in an Agile environment. Key Skills and Qualifications Strategic Roadmapping: Ability to define and manage product priorities across multiple teams. Data Fluency: Strong analytical skills with the ability to translate metrics and insights into actionable plans. Customer Research: Skilled in gathering feedback and translating insights into product direction. Cross-Team Influence: Ability to align stakeholders without direct authority. Business Acumen: Understanding of revenue drivers, retention dynamics, and competitive positioning, particularly within automotive or commercial repair markets. Clear Communication: Ability to articulate technical and strategic concepts to diverse audiences. Lean & Agile Delivery: Familiarity with Agile methodologies and collaborative product development practices. AI-Enabled Mindset: Demonstrated ability or strong willingness to leverage AI tools to improve research, documentation, analysis, and overall product development velocity Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds. Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening. Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus. Noise level in the work environment is usually moderate. Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone. #J-18808-Ljbffr Fullbay, Inc.