Product Manager, Service Experience

Summary:

Are you passionate about simplifying complex customer journeys and improving the experiences that matter most across the customer lifecycle?We are seeking a Product Manager, Service Experience to own a portfolio of capabilities spanning customer servicing, collections, retention, cancellations, reinstatements, and other critical lifecycle experiences.

In this role, you'll do more than manage a backlog. You'll identify customer and business problems worth solving, define measurable outcomes, and lead cross-functional teams from discovery through delivery. Leveraging customer insights, data, Agile methodologies, and Design Thinking, you'll create experiences that improve customer satisfaction, reduce effort, protect revenue, and drive retention.

Duties and Responsibilities:

• Problem Discovery & Definition: Define customer and business problems using customer feedback, operational insights, data, and stakeholder input. Focus on root causes, not just requested solutions.

• Portfolio & Product Strategy: Own a portfolio of lifecycle experiences and maintain a roadmap aligned to customer, operational, and business outcomes.

• Outcome-Based Prioritization: Own the ''what'' and ''why,'' prioritizing investments based on customer impact, business value, risk, effort, and strategic alignment.

• Product Delivery Leadership: Lead cross-functional teams through discovery, delivery, launch, and optimization of customer lifecycle capabilities.

• Salesforce Expertise: Serve as the functional owner for Salesforce Service Cloud and related servicing platforms, ensuring effective use of customer, account, and case data.

• Customer & Agent Experience: Design intuitive experiences across self-service and assisted-service channels that simplify customer and employee interactions.

• Stakeholder Leadership: Partner across Customer Experience, Operations, Collections, Revenue Protection, Engineering, Architecture, and Analytics to align priorities and outcomes.

• Measurement & Optimization: Define success metrics, measure performance, and continuously improve solutions based on customer, operational, and business results.

The Ideal Candidate Profile:

We are looking for a product leader who is equal parts strategist, customer advocate, and delivery leader. You are comfortable navigating customer research, journey design, business strategy, operational processes, and technical delivery. You don't simply accept requests. You seek to understand the problem, evaluate the opportunity, prioritize effectively, and measure success.

Technical & Professional Skills:

• Product Management: Proven track record of managing products or complex capabilities across the full product lifecycle, from discovery and strategy through delivery, adoption, and optimization.
• Salesforce Mastery: Hands-on experience with Salesforce Service Cloud is required. Experience with case management, workflow automation, Experience Cloud, CRM integrations, and customer servicing processes is highly preferred.
• Problem Framing: Ability to create concise problem statements, define target users, identify root causes, and distinguish customer needs from proposed solutions.
• Cross-Functional Leadership: Proven ability to align diverse partners, facilitate decisions, resolve ambiguity, and communicate tradeoffs to technical and non-technical audiences.
• Agile Product Delivery: Experience leading Agile product teams through discovery, delivery, launch, and continuous improvement. Comfortable balancing customer needs, business priorities, and technical constraints in a fast-paced environment.
• Design Thinking: You don't just take orders; you investigate the ''root need'' using empathy mapping and rapid prototyping.

Experience and Background:

• Customer Insights/Research Roots: Experience working with customer-facing and agent-facing journeys across web, mobile, contact-center, or case-management channels.

• IT Delivery: You have successfully shipped technical products before. You speak ''API,'' ''Data Schema,'' and ''Deployment Logic'' fluently.

• Experience supporting customer lifecycle journeys including account servicing, relocations, collections, retention, reinstatements, cancellations, contract management, revenue protection, or customer recovery programs.

• Experience supporting regulated, policy-driven, or operationally complex customer experiences is beneficial.

Why You'll Love It:

• High Impact: Your work will shape some of the most critical moments in the customer lifecycle, including servicing, retention, collections, relocations, reinstatements, and customer recovery experiences.
• Customer-Centered Transformation: You will help simplify complex, fragmented customer experiences.
• Modern Pace: Say goodbye to ''Waterfall'' slogs. We move fast, we test often, and we celebrate frequent wins.
• Ownership: Drive strategy, prioritization, and outcomes for a critical customer lifecycle portfolio.

Bonus Points if You:

• Hold a Salesforce Certification (Admin, CPQ & Billing, Revenue Management, etc.).
• Have experience with data visualization tools (Tableau, PowerBI) to report on product success.
• Can explain complex technical limitations to a non-technical audience without using a single acronym.

In the event a position is commission-based, compensation is solely based on the individual's sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.