About this role
The Senior Product Manager - Digital Service Experience leads product strategy for our digital customer service ecosystem: contact center engagement, self-serve, field service management, and the platforms connecting customers, technicians, and agents throughout the service lifecycle. This role owns the domain roadmap and blends strategic ownership with hands-on team leadership.
This is a player-coach role. You'll set direction for a complex, multi-stakeholder domain while coaching your team toward strong product thinking, experimentation rigor, and ownership of outcomes over output. At Cinch, we're transforming from a structured, execution-focused way of working toward an empowered, outcome-based product operating model. This leader will be expected to drive that transformation within their team.
Summary of Responsibilities
• Own domain strategy for digital customer service, translating ambiguous business and customer needs into a clear, sequenced roadmap aligned to company OKRs
• Manage and coach product managers and analysts (FTE and contract), building product thinking, experimentation rigor, and ownership of outcomes
• Lead the team's shift from structured, execution-focused ways of working toward an empowered, outcome-based model, diagnosing and closing gaps in team maturity along the way
• Own domain-level KPIs, ensuring measurement is built into every initiative and that performance gaps get diagnosed and corrected rather than just reported
• Partner with the engineering team to apply and enforce architectural patterns within the domain so solutions are scalable and reusable rather than proliferate as point solutions
• Evaluate opportunities to apply AI within the domain and drive adoption of AI-enabled workflows across the team and its platforms
• Influence engineering trade-offs and cross-functional roadmap prioritization; represent the domain in planning and resourcing conversations
• Improve backlog quality, intake rigor, and delivery standards across the team, while staying hands-on with the highest-leverage initiatives
• Communicate domain strategy, outcomes, and risk clearly to senior stakeholders
• Perform other duties as assigned.
Qualifications
• 6-10 years of product management experience, including demonstrated product leadership (owning strategy and direction, not solely execution-level requirements)
• 2+ years directly managing product managers and/or product analysts (FTE and contractor), with a track record of team development and retention
• Experience operating in, and ideally shifting a team toward, an empowered, outcome-based product model
• Experience with Digital Customer Service & Engagement, Digital Self-Serve, Contact Center Solutions, and Field Service Management platforms
Nice to Have
• Customer service platform experience (e.g., NICE CXone, Amazon Connect, Salesforce Service Cloud, Zoho Desk)
• Field Service Management platform experience (e.g., ServiceBench, Service Titan, Dispatch, Housecall Pro, ServicePower)
• Familiarity with PI planning and Agile delivery frameworks (e.g., SAFe)
Experience/Other Requirements
• Strong data fluency; comfortable using metrics to diagnose performance gaps and rationalize domain-level decisions
• Curiosity and practical experience applying AI to product and team workflows, with the judgment to evaluate where it creates real value
• Excellent written, verbal, and executive presentation skills; able to translate domain complexity into a clear story for senior stakeholders
• Proven ability to collaborate with internal/external technical peers, vendors, and business partners
• Experience with Insurance/Warranty/Service industries, Field Management, Case Management, or Contact Centers is a plus
• Advanced proficiency in MS Office (Word, PowerPoint, Excel)
Education
• Bachelor's degree or equivalent experience