We are seeking a Product Manager, Customer Experience (CX) Operations to take ownership of auditing, testing, and improving all end-to-end customer experiences. This role is central to ensuring our claims and support journey meets the highest standards of quality, empathy, and usability. You will lead internal dogfooding initiatives and customer journey audits, identifying pain points and advocating for continuous improvement across product, operations, technology, and client services.

Key Responsibilities 

Drive CX-focused initiatives into the business; collaborate cross-functionally with product, engineering, design, operations, and CX teams to prioritize and drive improvements 

Launch/pilot internal product adoption and usability programs that promote a culture of believing-in, owning, using our products and services 

Own the strategy and execution of claims experience auditing programs, with a focus on dogfooding and usability walkthroughs 

Regularly simulate and test the customer claims journey from end-to-end, documenting friction points and user experience gaps 

Create and maintain CX break-fix backlog, roadmap, scorecards, and audit reports that surface key insights and experience KPIs 

Advocate for the customer by bringing real-world data and firsthand experience into product roadmaps and decision-making 

Lead workshops and playback sessions to socialize findings and align stakeholders on CX opportunities 

Support the development of internal tools or frameworks that streamline auditing and dogfooding practices across teams 

Work across our CX and Asurion org to monitor market and competitor trends to benchmark Asurion’s claims experience and identify improvement opportunities 

Qualifications 

Deeply passionate about the customer and their experience; a divine empathy for each individual customer 

High business acumen, entrepreneurial drive, and the ability to excel in an ambiguous environment; high autonomy, self-starter, driver 

3–6 years of experience in CX, product management, UX research, or experience design, preferably in a tech or services environment 

Proven success leading customer experience or journey audit initiatives 

Exceptional problem-solving skills and the ability to synthesize data and qualitative feedback into actionable insights 

Strong communication and stakeholder management skills, with experience influencing at all levels of the organization 

Experience with CX tools (e.g., Qualtrics, FullStory, etc.) and collaboration platforms (e.g., Jira, Confluence, Figma) 

Prior experience in claims, warranty services, or insurance industries is a plus 

Preferred Attributes 

Customer-obsessed with a bias toward action 

Able to challenge assumptions, status-quo, and push for meaningful change 

Comfortable with ambiguity and operating independently while collaborating across a matrixed organization 

High intellectual curiosity and data-driven