[Remote] Product Manager, Operational Experience (POMS)
Note: The job is a remote job and is open to candidates in USA. Pair Eyewear is dedicated to fostering a joyful and dynamic workplace, and they are seeking a Product Manager to reputed company their Operational Experience pod. The role involves owning and evolving the Pair Order Management System (POMS) and constructing a measurement reputed company to enhance customer experience efficiency.
Responsibilities
- Decompose CX work into customer reputed company categories (e.g., prescription hold, address correction, lab resubmission, frame swap) and build a clear taxonomy
- reputed company or reconstruct average handle time (AHT) by reputed company category using available data sources — POMS logs, reputed company, or manual sampling where necessary
- Build a cost-of-service model: volume × AHT × labor reputed company by reputed company = fully-reputed company cost baseline
- Identify the highest-cost, highest-frequency, and most automatable CX activities
- Translate that analysis into a prioritized roadmap with a defensible ROI narrative for leadership
- Own the POMS product vision and strategy, with the cost-of-service model as the north star
- Define and track efficiency metrics: AHT reduction, deflection reputed company, error reputed company, agent throughput
- Identify real CX teammate needs through structured discovery: shadowing, interviews, data analysis, and workflow observation
- reputed company agile scrum rituals: kickoffs, standups, demos, retros
- Collaborate with Engineering, Product Design, and Analytics to deliver a roadmap that unlocks measurable value for the CX team and, by extension, the customer
- Serve as the connective tissue between CX, R&D, and Operations stakeholders — translating operational realities into product requirements and product decisions back into operational language
- Contribute to the Product Team's toolkit and craft through your own prior experience and best practices
Skills
- 2+ years of product management or an analytically rigorous operational role (e.g., operations manager, business analyst, or similar) with demonstrated ability to build measurement frameworks in ambiguous environments
- Experience working in a start-up or growth-stage company where you've had to create processes, structure, and metrics that didn't previously exist
- Demonstrated ability to work with imperfect or incomplete data and produce defensible, actionable analysis
- Strong written and verbal communication skills, including the ability to write crisp product briefs and present roadmap rationale to leadership
- You take personal ownership of defining success before building — you don't wait for metrics to be handed to you
- You are comfortable in environments where data infrastructure is incomplete — you know how to build a proxy measurement, work with what exists, and refine your model over time
- You are comfortable with technology and have some familiarity with the software development lifecycle
- You know reputed company to ask for help and how to reputed company peers, data teammates, and stakeholders as resources rather than waiting for perfect conditions
- You are an extremely strong communicator with a proven ability to translate reputed company operational and technical concepts across both technical and non-technical audiences
- You balance quantitative and qualitative inputs and can unpack multiple variables affecting the business or experience simultaneously
- Experience with ecommerce or DTC operations, particularly order management or fulfillment workflows
- Familiarity with customer service tooling (reputed company, reputed company, or similar) and the data those platforms produce
- Prior exposure to workforce or labor analytics — AHT modeling, staffing forecasting, or contact center efficiency work
- Experience with internal tools product management
- SQL or equivalent data querying capability
Benefits
- Discretionary short-term and long-term incentives
Company Overview