Product Manager, Customer Experience (R3556)
Shield AI
Product, Customer Service
San Diego, CA, USA · San Diego, CA, USA · Oregon, USA
Posted on Jun 14, 2025
The Product Manager, Customer Experience will drive and own all aspects of the customer experience for Shield AI’s Hivemind Enterprise product suite. You will focus on enhancing user adoption, satisfaction, and success through thoughtful product and customer experience improvements, excellent documentation and training materials, innovative support tools, and impactful customer communications. You will collaborate closely with Product Management, Engineering, Customer Success, Sales, and Marketing to deliver a world-class experience that accelerates customer adoption and maximizes long-term value.
WHAT YOU'LL DO
- Own customer onboarding and adoption journeys, accelerating time-to-value and identifying friction points for new users.
- Leverage customer analytics and insights to track product usage, adoption metrics, feature usage, retention, and churn indicators.
- Lead feedback management and Voice of Customer programs to systematically gather, analyze, and act upon customer input.
- Drive the creation and continuous improvement of Hivemind Enterprise Academy new user training and educational materials.
- Oversee the Hivemind SDK user guide, documentation materials, and multi-language translation capabilities.
- Own the strategy and execution of conversational generative AI chatbot for training, troubleshooting, and user support.
- Develop and manage customer support and self-service resources such as FAQs, troubleshooting guides, and knowledge-base articles.
- Advocate and ensure product usability and accessibility across all Hivemind Enterprise products, adhering to best practices and standards.
- Lead customer communications and release readiness, including clear, effective messaging around product updates, new releases, and critical advisories.
- Oversee product trials and evaluations, gathering insights to refine products and enhance user experiences.
- Stay at the forefront of CX innovation, especially the application of generative AI and emerging technologies to enhance customer experiences.
- Ensure all customer-facing experiences and resources comply with regulatory and security standards (CMMC, ITAR, GDPR, etc.).
REQUIRED QUALIFICATIONS
- Typically requires a minimum of 8+ years of related experience with a Bachelor’s degree, or equivalent work experience.
- Proven experience driving customer experience and adoption for complex software products.
- Demonstrated expertise with analytics tools to measure and optimize customer experience and product adoption.
- Exceptional communication skills and experience collaborating with technical and non-technical stakeholders.
- Proven ability to translate customer insights into actionable improvements and drive product roadmap alignment.
PREFERRED QUALIFICATIONS
- Advanced degree in business, technology, or related field.
- Experience with generative AI applications, especially in customer-facing products and user support.
- Prior experience in highly technical customer-facing roles.
- Familiarity with autonomous systems, robotics, AI technologies, or similar high-tech fields.
- Familiarity with compliance standards relevant to the defense and technology sectors.
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