Product Manager, Operational Experience (POMS)

Responsibilities

• Foundational (First 90 Days)
• Decompose CX work into customer intent categories (e.g., prescription hold, address correction, lab resubmission, frame swap) and build a clear taxonomy
• Instrument or reconstruct average handle time (AHT) by intent category using available data sources - POMS logs, Gladly, or manual sampling where necessary
• Build a cost-of-service model: volume × AHT × labor rate by intent = fully-loaded cost baseline
• Identify the highest-cost, highest-frequency, and most automatable CX activities
• Translate that analysis into a prioritized roadmap with a defensible ROI narrative for leadership
• Ongoing
• Own the POMS product vision and strategy, with the cost-of-service model as the north star
• Define and track efficiency metrics: AHT reduction, deflection rate, error rate, agent throughput
• Identify real CX teammate needs through structured discovery: shadowing, interviews, data analysis, and workflow observation
• Lead agile scrum rituals: kickoffs, standups, demos, retros
• Collaborate with Engineering, Product Design, and Analytics to deliver a roadmap that unlocks measurable value for the CX team and, by extension, the customer
• Serve as the connective tissue between CX, R&D, and Operations stakeholders - translating operational realities into product requirements and product decisions back into operational language
• Contribute to the Product Team's toolkit and craft through your own prior experience and best practices

Requirements

• You take personal ownership of defining success before building - you don't wait for metrics to be handed to you
• You are comfortable in environments where data infrastructure is incomplete - you know how to build a proxy measurement, work with what exists, and refine your model over time
• You are comfortable with technology and have some familiarity with the software development lifecycle
• You know when to ask for help and how to leverage peers, data teammates, and stakeholders as resources rather than waiting for perfect conditions
• You are an extremely strong communicator with a proven ability to translate complex operational and technical concepts across both technical and non-technical audiences
• You balance quantitative and qualitative inputs and can unpack multiple variables affecting the business or experience simultaneously
• Need to Have
• 2+ years of product management or an analytically rigorous operational role (e.g., operations manager, business analyst, or similar) with demonstrated ability to build measurement frameworks in ambiguous environments
• Experience working in a start-up or growth-stage company where you've had to create processes, structure, and metrics that didn't previously exist
• Demonstrated ability to work with imperfect or incomplete data and produce defensible, actionable analysis
• Strong written and verbal communication skills, including the ability to write crisp product briefs and present roadmap rationale to leadership
• Experience with ecommerce or DTC operations, particularly order management or fulfillment workflows
• Familiarity with customer service tooling (Gladly, Zendesk, or similar) and the data those platforms produce
• Prior exposure to workforce or labor analytics - AHT modeling, staffing forecasting, or contact center efficiency work
• Experience with internal tools product management
• SQL or equivalent data querying capability
• Pair is an e

Benefits

Additional Information

At Pair Eyewear, we believe in placing our people at the center of everything we do. We are dedicated to fostering a joyful and dynamic workplace, providing our employees with an environment where they can thrive and make a meaningful impact. We're seeking a Product Manager to join our Product Team and lead our Operational Experience pod. This team owns and evolves POMS (Pair Order Management System) - the internal platform our Customer Experience team uses to check orders, confirm prescriptions, and submit jobs to the lab. This is not a platform-maintenance role. The primary mission is to understand how CX labor is utilized, define what efficiency looks like, and build the roadmap that gets us there. You will need to construct that measurement framework from scratch - there is no pre-existing instrumentation to inherit - and use it to make roadmap decisions that are defensible to leadership and meaningful to the team. This role is designed with a growth path in mind. The right candidate will be leveled into a Senior Product Manager as they demonstrate mastery of the analytical, strategic, and stakeholder dimensions of the work.

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