Product Manager II - CX and Social Technology Platform
Core
Lead strategy and technical optimization for an enterprise social listening, digital customer care, and organic engagement SaaS platform.
Role type
Product Manager II (CX and Social Technology Platform)
Builds
Enterprise social listening and digital customer care SaaS platform
Domain
Customer Experience (CX) / Social Media Technology / SaaS
Deliverable
production ML models
Required skills
Social listening platform administration, NLP and intent modeling, Boolean search construction, VoC survey design (CSAT/NPS), workflow configuration, executive reporting
Preferred skills
Generative AI feature integration, cross-channel data synthesis
Technologies
Sprinklr, Sprout Social, Hootsuite, Khoros, Salesforce Social Studio, Tableau, Excel
Responsibilities
Configure social listening queries across major networks; Maximize native platform AI/NLP to reduce response times; Partner with data teams to ensure reliable metric flow; Build unified dashboards for operations and marketing; Design and deploy post-interaction feedback surveys; Evaluate vendor releases and facilitate training
Seniority
Mid-level, hands-on IC