Product Manager, Customer Experience

Position Summary:

In this role, you'll own a portfolio of customer-facing products and capabilities that serve insurance brokers, employer groups, members, and internal service teams. You'll partner closely with Engineering, Design, Data, Operations, Marketing, and Customer Success to identify opportunities, prioritize investments, and deliver solutions that improve customer satisfaction, operational efficiency, and business outcomes.

This is a highly execution-focused role and an opportunity to solve complex problems at the intersection of healthcare, insurance, and technology while helping define the future customer experience for one of the fastest-growing companies in employer health benefits. Success requires the ability to make decisions with imperfect information, move quickly, and deliver measurable impact in a fast-paced environment.

This role reports to the Director of Product, Customer Experience.

Key Responsibilities:

• Define and execute the product vision, strategy, and roadmap for customer experience initiatives aligned to company objectives.
• Partner with Engineering, Design, Analytics, Customer Management, Marketing, and business stakeholders to deliver high-impact product enhancements.
• Deeply understand customer needs through research, feedback, analytics, and market insights, translating those findings into product opportunities.
• Define success metrics, KPIs, and OKRs to measure product performance and continuously improve customer and business outcomes.
• Write clear product requirements and use stories, ensuring alignment across technical and business teams.
• Lead cross-functional initiatives from discovery through launch, proactively identifying risks, managing tradeoffs, and driving execution.
• Communicate product strategy, roadmap progress, and key decisions to stakeholders and executive leadership.

Required Qualifications / Skills:

• 3-5 years of experience collaborating cross-functionally among engineers, designers, operations experts, and others in a Product Management or Product Management-adjacent role.
• 2+ years of experience in driving rigorous prioritization processes.
• Strong analytical skills with experience using customer insights, product metrics, and data to inform prioritization and decision-making.
• Excellent written