Director of Product Management & Customer Experience

Remote | United States

You’re not here to talk about transformation — you’re here to lead it.

This high-impact opportunity sits at the intersection of AI innovation, executional excellence, and end-to-end customer experience. One of Blackmere’s clients is looking for a Director or Senior Director of Product Management to own the post-sale customer journey — onboarding, support, intelligent reporting, and everything in between.

This is not a role for the “vision-only” product leader. It’s for the hands-on operator who can lead global teams, deliver fast, and unlock the true power of AI for real customer outcomes.

What’s in it for you?

• AI at the Core – This is your chance to deliver practical, scaled AI solutions: LLMs, intelligent agents, automated reporting — not demos or pilots, but real tools used by thousands of businesses.
• Global Execution, Real Results – Lead high-performing teams across the US and India to ship improvements in 30-day cycles. No legacy roadmaps here — just fast, meaningful impact.
• End-to-End Ownership – You’ll be the product leader behind the entire post-sale experience: onboarding, support deflection, customer documentation, and more.
• Cultural Momentum – With executive-level buy-in and a clear need to modernize, your ability to structure, execute, and inspire will shape a customer experience strategy that reaches 40,000+ businesses.
• Flexible Title, Big Scope – Whether you come in as a Director or Senior Director, you’ll lead a large, cross-functional team and play a key role in defining operating models, integrating AI into workflows, and delivering measurable customer success.

What You’ll Own

• Oversee the post-sale customer experience platform — including onboarding journeys, product documentation, support experiences, and customer-facing reporting.
• Lead and align cross-functional teams, including product managers, AI-focused engineers, documentation specialists, and design researchers.
• Embed AI and automation into onboarding, support, and customer education workflows — turning concepts into fast-delivered features.
• Shift the delivery rhythm from quarterly planning to a 30-day launch cadence, backed by metrics, rituals, and a bias for action.
• Rebuild trust and speed across cross-functional stakeholders — from Engineering to Customer Success to AvaTech.
• Champion systems thinking: unify disconnected teams into an outcomes-focused operating model.

What You Bring

• AI Fluency (for real) – You’ve shipped AI-powered features. You know the difference between “I used ChatGPT” and “I used agents to automate code, content, and support processes.” Tools like V0, Lovable, or LLM integrations are part of your delivery vocabulary.
• Executional Grit – You thrive in ambiguity and know how to build systems where none exist. You unblock teams, align pods, and ship product fast.
• Global Leadership Experience – You’ve led cross-geo teams, ideally across US and India time zones, and know how to drive clarity in asynchronous environments.
• Cross-Functional Influence – Stakeholder management is second nature. You bring executive presence, strong communication, and the ability to guide complex orgs toward shared outcomes.
• Customer-Facing Platform Depth – Experience with onboarding flows, intelligent support, reporting tools, or customer documentation is key.
• Nice to Have: Experience in compliance, tax, or regulated SaaS environments — or being the "fix-it" leader for an underperforming product org.

What Success Looks Like (6–12 Months)

• Deliver 8–12 meaningful product updates across onboarding, support, and reporting.
• Launch AI-enabled features — from agent-based help tools to automated customer reporting — into the production environment.
• Stand up a repeatable global delivery model that brings together product, engineering, design, and documentation.
• Rebuild team trust and velocity through systems, shared tools, and visible results.

Location: Remote (US preferred); must support India/US collaboration hours.

Level: Open to Director or Senior Director based on experience and scope.

Ready to lead transformation — not just talk about it? Let’s build the future of customer experience together.

Blackmere is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.