Senior Product Manager, Customer Service

At Jiffy.com, we’re dedicated to providing the fastest, most seamless experience for crafters, small business owners, and hobbyists. Whether they’re designing custom apparel or personalizing creations, we ensure their journey is smooth from start to finish. A critical part of this experience is our Customer Service Team, and we’re looking for a Product Manager to drive innovation, streamline operations, and enhance customer support through technology and process improvements.

As a Senior Product Manager – Customer Service, you’ll own the strategy and execution of tools, systems, and processes that empower our customer solutions team to work smarter and faster. You’ll partner closely with our operations leaders, and technical teams to implement best-in-class support solutions, optimize workflows, and introduce automation that improves both agent efficiency and the customer experience.

If you’re passionate about customer service technology, process optimization, and data-driven decision-making, this is your chance to make a significant impact on a high-growth e-commerce business.effective processes.

Candidate must be located in Mountain, Eastern or Central Time Zone.

Key Responsibilities:

• Define & Prioritize Initiatives: Identify pain points in the support experience and develop a roadmap to address them through technology, automation, and product enhancements.
• Collaborate with Engineering & Ops: Work cross-functionally to scope and implement new features, ensuring alignment with business needs and technical feasibility.
• Own the Customer Solution Tech Stack: Evaluate, implement, and optimize platforms like Zendesk, chatbots, knowledge bases, AI-driven automation, and CRM tools.
• Streamline Support Workflows: Work to design and launch process improvements that enhance agent efficiency and customer satisfaction.
• Leverage Data & Insights: Use analytics to monitor performance, identify trends, and drive continuous improvements in service speed, resolution accuracy, and overall efficiency.
• Enhance Self-Service Capabilities: Develop and optimize FAQs, help center content, and automation to reduce reliance on human support.
• Drive Adoption & Training: Partner with Customer Support leadership to ensure smooth rollouts of new tools and processes, providing training and support for adoption.
• Advocate for the Customer: Always prioritize improvements that reduce friction and enhance the overall support experience for both customers and agents.

Qualifications:

• Product Management Expertise: 4+ years of experience as a Product Manager, preferably focused on customer service, support technology, or operational efficiency.
• Customer Support Tech Proficiency: Familiarity with platforms like Zendesk, Intercom, chatbots, AI-driven ticketing, and workforce management tools.
• Data-Driven Mindset: Strong ability to analyze KPIs, identify bottlenecks, and use insights to drive product decisions.
• Efficiency-Obsessed: Passion for automation, workflow optimization, and reducing response and resolution times.
• Cross-Functional Leadership: Experience collaborating with engineering, customer support, and operations teams to implement impactful solutions.
• Excellent Communication Skills: Ability to clearly articulate goals, requirements, and product updates to both technical and non-technical stakeholders.
• Agile & Adaptable: Comfortable in a fast-paced environment where priorities may shift based on evolving business needs.