Staff Technical Product Manager

Quick Facts

• Role: Staff Technical Product Manager (Customer Care Product & Engineering)

• Focus: Define product vision and roadmaps for a large customer care platform; connect technical investments to customer, agent, and business outcomes.

Description

Join as a Staff Technical Product Manager to help shape the next generation of customer care products and platforms. Set the long-term product vision for a substantial interconnected customer care platform, bring clarity to ambiguous technical problem spaces, and anticipate foundational capabilities needed for future scale. Partner with Engineering, Architecture, Design, Data Science, Analytics, Operations, and business leaders to shape roadmaps, architectural decisions, investment priorities, and operating mechanisms.

Responsibilities

• Set the vision for a large system or platform: Define and champion long-term product vision for an interconnected customer care product system.

• Own product strategy and roadmaps: Lead authorship of product strategy and build annual and multi-quarter roadmaps aligned to portfolio and enterprise priorities.

• Make high-leverage product investments: Identify opportunities across shared platforms, foundational capabilities, AI, automation, or data products; create prioritization frameworks and tradeoffs.

• Anticipate scale and platform needs: Plan for capacity, performance, reliability, security, observability, data-quality, and extensibility; scope foundational work ahead of demand.

• Shape technical direction across domains: Partner with senior engineers, architects, data scientists, and ML experts to define technical direction.

• Improve platform coherence: Consolidate systems, reduce complexity, improve reuse, and strengthen shared capabilities; guide build-versus-buy decisions.

• Guide architectural tradeoffs: Make product-scope decisions informed by architecture, dependencies, technical debt, and organizational risk.

• Lead customer-centric innovation: Drive customer- and agent-centered innovation using customer behavior, operational insights, market trends, and system data.

• Connect technology to business results: Define product/platform/model-health metrics and demonstrate realized value.

• Advance AI- and ML-enabled customer care: Identify, evaluate, and scale AI/ML/automation capabilities; define model inputs/outputs, performance requirements, failure modes, monitoring, test datasets, and human oversight.

• Align stakeholders across the organization: Engage stakeholders, manage competing priorities, and build alignment on platform-level investments.

• Influence senior and executive leaders: Deliver crisp, data-driven product narratives and influence investment in shared systems and technical foundations.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, Business, or another relevant technical or quantitative discipline, or equivalent practical experience.

• 8+ years of product management, technical product management, or comparable experience delivering technically complex products, platforms, or data-intensive systems.

• Demonstrated success owning strategy and roadmap for a substantial product/platform/interconnected products with broad organizational impact.

• Deep understanding of system architecture, APIs, databases, data structures, distributed systems, integrations, and performance tradeoffs.

• Experience partnering with senior engineers, architects, data scientists, or machine learning experts to shape scalable technical solutions and influence architectural decisions.

• Experience with AI, machine learning, automation, or data-intensive products, including familiarity with model performance, deployment considerations, monitoring, representative testing datasets, and failure modes.

• Strong systems thinking connecting decisions across upstream and downstream systems; identify platform-level risks; balance immediate delivery with foundational investment.

• Demonstrated ability to lead through influence across organizational boundaries and build alignment among senior technical, business, and executive stakeholders.

• Proven ability to structure ambiguous, high-risk problem spaces and create decision frameworks where requirements/ownership/technical direction aren’t yet defined.

• Strong analytical capabilities: analyze large datasets, define product/technical KPIs, design and interpret experiments, translate evidence into product decisions.

• Experience defining robust testing strategies: automated testing, manual testing, user acceptance testing, and representative or golden datasets for AI/ML solutions.

• Exceptional written and verbal communication skills for explaining complex models/algorithms/architectures/tradeoffs to technical and non-technical audiences.

• Experience developing clear technical product documentation (strategies, roadmaps, system requirements, API specifications, model inputs/outputs, data formats, performance expectations, edge cases, testing plans, KPIs, failure modes).

• Record of mentoring product managers, advancing product-management practices, or serving as a subject-matter expert in a technically complex domain.

Benefits

• Base salary range: $166,000 - $265,000.

• 401k and new hire and annual equity grant.

• C08+ positions may be eligible for annual bonus.

• Insurance/benefits: medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, accident.

• Leave and services: parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program.

• Discounts: 10% off pet insurance; 20% off at Chewy.com.

• Unlimited PTO (for exempt salary team members, subject to manager approval); six paid holidays per year; paid sick and family leave per applicable regulations.