Customer Experience Product Manager
The Customer Experience Product Manager at Confidential Client leads the development of new customer-facing software and experiences to enhance engagement with over one million customers annually. This role involves driving product discovery, collaborating with clinical and operational teams, aligning with marketing and brand strategies, and leveraging data and AI technologies to deliver impactful, user-centered solutions that support VEG's mission in veterinary emergency care.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Veterinary Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Overview — Customer Experience Product Manager (Confidential Client)
Confidential Client is hiring an experienced Product Manager to lead a new product squad focused on customer-facing experiences. You'll define, build, and launch B2C products and features that engage ~1M customers/year, deepen relationships with pet owners, and amplify the care-driven brand of a nationwide veterinary services organization.
Location: City of White Plains, NY — role is based at HQ with in-office collaboration expected. (Free parking and shuttle from White Plains Metro-North station.)
Compensation: Base salary $180,000–$220,000 + bonus + benefits.
What You’ll Do
- Drive discovery: lead customer interviews, analyze behavioral and support data, and validate problems before committing engineering effort.
- Translate research into prioritized roadmaps, business cases, and measurable goals aligned to cross-functional priorities.
- Partner with veterinarians, nurses, and hospital operations to ensure customer initiatives work alongside clinical workflows.
- Define go-to-market strategies and coordinate launch activities with Marketing, Brand, and Creative teams.
- Measure success: define KPIs, build dashboards with Data partners, and iterate based on outcomes.
- Work closely with Design and Engineering throughout research, design, development, and launch.
- Write clear product specs, user stories, and acceptance criteria.
- Participate in sprint ceremonies and support the team to deliver agreed outcomes.
- Ensure operational readiness for new features in real hospital environments by collaborating with support and ops teams.
What You’ll Bring (Required)
- Strong product management craft with a proven record of taking products from discovery to launch, adoption, and iteration.
- Demonstrated experience setting product strategy, building roadmaps, and communicating prioritization tradeoffs.
- Comfort using both qualitative research (customer interviews, support insights) and quantitative data to inform decisions.
- Track record building trust with Engineering, Design, and Data partners and aligning cross-functional stakeholders.
- Experience building 0→1 B2C products and defining marketing / go-to-market approaches.
- Empathy for users and operators in workflow-heavy, regulated, or clinical environments.
- Practical fluency with modern AI product patterns (LLMs, retrieval-augmented generation) and judgment to apply AI where it creates real value.
Nice-to-Have
- Experience with clinical products (veterinary or human healthcare).
- Prior work on customer experience platforms, engagement orchestration, or lifecycle product areas.
- Familiarity with analytics tooling and experimentation platforms.
Benefits & Perks
- Competitive compensation: $180,000–$220,000 base + bonus + benefits.
- Comprehensive health and wellness coverage and access to free therapy/counseling.
- Paid parental leave: up to 10 weeks at 100% of salary; inclusive fertility and family-building benefits.
- Unlimited PTO policy.
- Generous referral program.
- Casual office environment with pet-friendly policies at HQ, company laptop, and monthly cell reimbursement.
- Free lunches twice a week and regular HQ perks.
Location & Work Model
- Based at Confidential Client’s headquarters in City of White Plains, NY. This role prioritizes in-person collaboration; regular time in the office is expected to support cross-functional work with hospitals and HQ teams.
Equal Employment & Reasonable Accommodation
Confidential Client and Careertakes are committed to equal employment opportunity. We make hiring decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Reasonable accommodations are available for candidates with disabilities; if you need an accommodation, please contact Careertakes.
Why Work Here (Culture & Values)
Confidential Client emphasizes empathy, humility, ownership, and curiosity. You’ll join a mission-driven HQ team that builds tools and experiences to help pets and their families in urgent moments. The organization invests in employee growth, psychological safety, and inclusive decision-making.
Minimum Education
Bachelor’s degree or equivalent experience (as listed by client).
Additional Legal / Compliance Notes
- This listing follows applicable U.S. hiring laws. Where local pay-transparency rules apply (for example New York), the posted base salary range is provided above. Careertakes and our client will consider qualified applicants regardless of location; work-authorization and right-to-work checks will be required prior to hire.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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