Product Manager - CX

Summary

Join CookUnity as a Senior Product Manager, Customer Experience (CX) to design and own a world-class, AI-driven customer experience across the customer lifecycle. This senior role demands strategic vision, customer obsession, product and technology expertise, and the ability to leverage AI for automation and personalization. You will lead the CX product strategy across web, mobile, and support channels, collaborating with various teams. Key responsibilities include defining and evolving the CX vision, building AI-enhanced journeys, optimizing customer journeys, productizing customer support, and championing the voice of the customer. Success will be measured by improvements in conversion, NPS, and LTV. The ideal candidate possesses 5-8+ years of product management experience with a focus on CX, customer support, or growth, along with experience launching customer-facing AI products.

Requirements

• 5–8+ years in Product Management, ideally focused on CX, Customer Support, or Growth
• Experience launching customer-facing AI products (e.g., chatbots, personalization, NLP tools)
• Strong understanding of customer journey design, customer psychology, and user research
• Deep experience collaborating with technical teams (engineering, data science)
• Ability to use product analytics tools (e.g., Amplitude, Mixpanel, GA) to inform decisions
• Strong project management and cross-functional leadership skills
• Creative problem solver who balances customer empathy with business needs
• Passion for leveraging AI to transform customer experiences in new ways

Responsibilities

• Own the Customer Experience Strategy: Define and continuously evolve a vision for best-in-class CX across the funnel, onboarding, post-purchase, and support journeys — with measurable outcomes (conversion, NPS, LTV)
• Build AI-Enhanced Journeys: Architect and deliver customer-facing AI tools (chatbots, recommendation engines, intelligent FAQ/search, personalized onboarding) to reduce friction and increase satisfaction
• Customer Journey Mapping and Optimization: Map every stage of the customer lifecycle, identify pain points, and systematically redesign experiences to eliminate friction and maximize delight
• Productize Customer Support: Transform support from reactive to proactive and AI-assisted — including automated triage, instant self-service resolutions, and human + AI blended support models
• Collaborate Cross-Functionally: Work with Engineering, Design, Customer Support, and Data Science to launch high-quality CX products and enhancements on time and at scale
• Champion Voice of the Customer (VoC): Embed customer feedback loops (CSAT, NPS, support ticket insights) into product development to inform CX priorities and improvements
• Prioritize with Data: Use quantitative and qualitative insights to define KPIs, set roadmaps, and make informed prioritization decisions
• Stay on the Cutting Edge: Proactively explore and evaluate emerging AI/ML technologies and vendors that could enhance CX, drive automation, or enable new personalization opportunities

Preferred Qualifications

Bonus: Experience in fast-paced consumer tech, marketplaces, or subscription services

Benefits

• Health Insurance coverage
• 401k Plan
• PTO policy and paid sick days / Unlimited PTO
• 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical
• Paid Family leave
• Compassionate Leave: 3-5 days each time the need arises
• A generous amount of CookUnity credits to enjoy our amazing meals, added to your account, monthly
• Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle
• Personalized Spanish coach