Product Manager - Customer Experience

Summary

We're seeking an experienced Product Manager who comes with exceptional customer empathy to delightful product experiences. This execution-focused role requires balancing experience for internal and external users. 

Job Responsibilities

• Customer-Centric Security & Product Execution 
• Execute on priorities of one or more agile squads with exceptional user experiences 
• Champion a "secure by design, delightful by default" approach to product development 
• Partner with peer product managers across teams to align on initiatives while maintaining customer-first principles 
• Customer Journey & User Empathy 
• Deeply understand customer/user journeys through direct user interaction, research, and stakeholder collaboration 
• Advocate for users while implementing necessary security controls—finding the optimal balance 
• Identify friction points in workflows and innovate solutions that maintain usability 
• Develop metrics that measure customer satisfaction/experience 
• Agile Squad Collaboration 
• Partner with scrum masters, engineering managers, and squad members to plan and execute balanced priorities 
• Write detailed user stories that incorporate user needs 
• Develop, groom, maintain, and prioritize backlogs considering security, compliance, and customer value 
• Foster a squad culture that values both security rigor and customer empathy 
• Cross-Functional Leadership 
• Communicate security requirements to technical teams and user needs to security stakeholders 
• Bridge the gap between compliance obligations and business/customer outcomes 
• Work independently and across diverse teams to deliver secure, user-friendly product capabilities 
• Partner with engineering leaders to build squads with both security expertise and customer-focused skillsets 

Job Requirements

• 7-9 years of relevant experience with 4+ years as a Product Manager 
• Proven expertise in implementing and communicating application security concepts 
• Demonstrated experience of balancing user experience and customer satisfaction 
• Hands-on experience writing requirements, user stories, and managing product backlogs in Jira 
• Agile environment experience with proficiency in Jira & Confluence 
• Demonstrable success delivering secure product capabilities that users love 
• Highly Desired Qualifications  
• Experience conducting user research and usability testing  
• Background in privacy-by-design, security-by-design, and user-centered design principles 
• Experience with customer feedback loops, NPS, and satisfaction metrics in secure products 
• Key Skills 
• Exceptional communication skills - ability to explain security concepts to non-technical audiences and user needs to security teams 
• Strong analytical skills with both security-focused and customer-focused problem-solving abilities 
• Empathy and user advocacy - genuine passion for understanding and improving customer experiences 
• Strategic balance - ability to make informed trade-offs between security, compliance, usability, and business value 
• Stakeholder management - building consensus across security, engineering, design, and business teams 
• Ability to work independently and collaboratively across cross-functional teams