Senior Product Manager, CX Platforms
Ethos (company site, opens in a new tab)6+ yrsBengaluruOn-siteDirect career pageEst. 25–45 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Set CX and Support platform strategy and own intake, prioritization, and sequencing of the systems backlog across telephony, routing, case management, and identity verification.
- Translate frontline workflows and leadership priorities into product requirements; partner with Enterprise Systems on workflow design, configuration, testing, and launch.
- Measure post-launch impact using metrics such as handle time, transfer rates, and first-contact resolution, and improve existing tools before recommending new platforms or custom builds.
Minimum Requirements
- Work Experience Required: 6+ years in product management, business systems, or CX platform roles, including roadmap and backlog ownership, sprint management, and writing PRDs or equivalent requirements.
- Strong understanding of CX/support operations, including routing logic, queue management, agent workflows, and telephony mechanics.
- Experience translating business needs into executable technical requirements and partnering with technical teams through testing, QA, launch, and post-launch measurement.
- Experience with frontier AI models, Figma, and Jira; role is marked #LI-Onsite, but specific location is Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Has operated at the intersection of frontline support operations and enterprise systems, with practical knowledge of how platform changes affect agents and customers.
- Can make and explain prioritization trade-offs across competing stakeholder requests, using data and judgment to maintain a clear backlog direction.
- Best suited to internal-tools product work: documenting current and future workflows, coordinating delivery with platform developers or administrators, and iterating against operational outcomes.