Product Manager, Customer Hub

59 minutes ago
Full-time
Senior
Product Management
Klaviyo

Klaviyo

Klaviyo offers intelligent email marketing, SMS, and automation services for ecommerce businesses, empowering brands to personalize customer interactions and drive growth.

IT Services
1K-5K
Founded 2012

Description

  • Contribute to the product vision and roadmap for the Customer Hub self-serve portal.
  • Design and improve self-service experiences for order tracking, account management, loyalty benefits, and support inquiries.
  • Define seamless handoff flows from self-service experiences to agent workflows.
  • Partner with engineering, design, data, and customer experience teams to deliver scalable and reliable solutions.
  • Balance the needs of shoppers, brand operators, and internal support agents across the end-to-end experience.
  • Drive product discovery through customer research, data analysis, and experimentation.
  • Define and monitor success metrics for self-serve adoption, resolution rates, customer satisfaction, and support efficiency.
  • Communicate product priorities, tradeoffs, and strategy across cross-functional stakeholders.

Requirements

  • 4–8+ years of product management experience building customer-facing or platform products.
  • Experience navigating complex tradeoffs and aligning stakeholders across engineering, design, support, and go-to-market teams.
  • Strong cross-functional communication skills and ability to translate customer problems into clear product requirements and decisions.
  • Experience building or improving customer support, self-service, or portal-style products is highly desirable.
  • Data-driven approach with comfort using metrics and experimentation to guide product decisions.
  • Passion for building intuitive, high-quality customer experiences that scale.
  • Ability to work within a role that may require up to 10% travel.
  • Understanding of responsible AI use, including privacy, security, bias awareness, and human-in-the-loop practices.

Benefits

  • Base salary range of $104,000 to $156,000 USD for U.S. locations.
  • Participation in the company’s annual cash bonus plan.
  • Potential equity as part of the total compensation package.
  • Potential sign-on payments.
  • Comprehensive health, welfare, and wellbeing benefits based on eligibility.
  • Support for travel related to onboarding, team meetings, client or partner work, and industry events.
  • Accommodations available as needed during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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