CX Product Business Partner
$108,000–$135,000 year
Hybrid · New York City, New York, United States or San Francisco, California, United States
Job Summary
CX Product Business Partner embedded with Customer Success and Product to own domain-specific product experiences. You will participate in PRD development, sign off on initiatives, define customer journeys, and own the CS workstream for launches within your domain. Responsibilities include launch readiness across CS content, AI workflows, training, QA, and BPO enablement; post-launch monitoring of tickets, bot conversations, and in-app signals; leading cross-functional incidents for Sev 0/1; and driving AI workflow design and escalation logic. The role emphasizes partnering with PMs, designers, and engineers, owning the CS feedback loop to inform product improvements, and leveraging AI tools to accelerate work. Strong preference for fintech/financial services background and demonstrated ability to collaborate across product, design, and engineering teams to bring features to production; a results-oriented, execution-focused mindset is required.
Required Qualifications
- 5+ years in customer experience, product operations, or CX strategy
- Demonstrated experience working directly with product and engineering teams
- Deeply data fluent: you pull and present support data to build a case
- Fluent in the product development lifecycle: PRDs, sprints, launch readiness, and post-launch monitoring
- Strong cross-functional project manager
- Experience with conversational AI or chatbot workflows is a strong plus
- Fintech or financial services experience strongly preferred
Desired Qualifications
- 5+ years in customer experience, product operations, or CX strategy
- Demonstrated experience working directly with product and engineering teams
- Demonstrated AI fluency and a point of view on where automation creates real leverage
- Experience with conversational AI or chatbot workflows is a strong plus
- Fintech or financial services experience strongly preferred
- Bias toward execution and ability to drive cross-functional teams to production timelines
- Strong cross-functional project management across PMs, engineers, trainers, QA, and BPO partners
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