Senior Product Experience Manager

Description

The Senior Product Experience Manager leads the strategy, design, and hands-on prototyping of end-to-end product experiences to drive customer satisfaction, engagement, and business outcomes. This role partners cross-functionally with Product, Engineering, Marketing, and Operations to translate customer insights into intuitive, scalable solutions through rapid iteration and validated design decisions. This role is responsible for shaping user journeys, improving usability, and ensuring a seamless, high-impact experience across all digital touchpoints by combining product thinking with direct design execution.

Responsibilities

• Lead the strategy and hands-on execution of end-to-end product and user experience initiatives, including wireframing, interactive prototyping, and iterative design validation
• Drive feature design and prototyping efforts, ensuring solutions are validated against customer needs before development and aligned to product roadmap priorities and business objectives
• Execute the product roadmap, balancing priorities, resources, and timelines to deliver high-impact features and improvements
• Gather, analyze, and translate customer feedback, behavioral data, and market insights into actionable product and design enhancements
• Define, map, and prototype customer journeys (user flows, wireframes, and interactive experiences) to improve usability, engagement, and conversion across key touchpoints
• Collaborate with Engineering and Design while directly contributing to UI/UX design decisions, prototypes, and interaction patterns to elevate overall product experience
• Enable rapid iteration through lightweight prototyping and testing cycles, reducing dependency on engineering for early-stage validation
• Identify friction points within the customer and operational experience and rapidly prototype solutions (low- and high-fidelity) to test and validate improvements before scaling
• Own day-to-day collaboration with an external/international dev agency; hold the agency accountable to timelines, quality, and business outcomes
• Manage feedback loops, QA, and iteration cycles across time zones
• Collaborate cross-functionally with Marketing, Finance, Sales, Customer Service, Information Systems, and Operations to ensure seamless feature rollout and adoption
• Monitor product performance and user engagement, leveraging data-driven insights to drive continuous improvement
• Establish and track key performance indicators (KPIs) related to product experience, adoption, and customer satisfaction
• Ensure design quality and usability standards are met by validating experiences through prototypes, user feedback, and pre-development testing prior to launch
• Partner with Technology and Operations to map, document, and optimize end-to-end workflows across systems and platforms
• Develop a deep understanding of data flow, API integrations, system dependencies, and failure points to ensure stable and scalable product operations
• Support the creation of business requirements, training materials, and documentation to enable successful feature adoption internally and externally
• Conduct competitive analysis and stay informed on industry trends to continuously improve product positioning and capabilities
• Partner with Marketing to drive product awareness, adoption, and engagement across target audiences
• Advocate for the voice of the customer through direct involvement in user research, usability testing, and continuous design iteration
• Create wireframes, user flows, and interactive prototypes to communicate concepts, test ideas, and accelerate alignment across stakeholders
• Other duties as assigned

Qualifications

• 8-10 years of experience in product management, product design, UX, or technology product development
• Proven experience leading cross-functional initiatives and influencing product strategy
• Strong understanding of user-centered design principles, interaction design, and end-to-end product lifecycle management
• Proficiency in design and prototyping tools such as Figma and Sketch, with the ability to create wireframes and interactive prototypes
• Experience leveraging data, analytics, and user feedback to drive decision-making
• Familiarity with product tools (e.g., Jira, Productboard, analytics platforms)
• Exposure to AI-assisted prototyping tools such as Lovable is a plus, but not required
• Strong communication, stakeholder management, and problem-solving skills
• Ability to balance strategic thinking with hands-on design execution, including prototyping and iterative testing
• Experience in digital platforms, marketplaces, or service-based business models preferred

Education

• High school diploma or equivalent required
• Bachelor's degree in Product Design, User Experience (UX), Human-Computer Interaction (HCI), Digital Design, Computer Science, Information Systems, Business, or a related field preferred, or equivalent hands-on experience in product design and development

Physical Requirements

The physical requirements outlined below reflect those necessary for an employee to effectively carry out the essential duties of this position. Reasonable accommodations will be considered to support individuals with disabilities in performing these essential job functions safely.

• Ability to sit for extended periods
• Ability to reach, handle, and operate standard office equipment
• Ability to lift and carry items weighing up to 10 pounds
• Ability to operate a computer and telephone for extended periods

Benefits 

• Medical, Dental, and Vision Insurance
• 401K plans with company match
• Life Insurance and Disability Coverage
• Paid Time Off and Paid Holidays
• Maternity and Parental Leave
• Employee Assistance Program
• Employee Discounts
• Employee Perks

Compensation based on experience - Northeast Ohio applicants preferred but not required