Senior Product Manager, Messaging Experience Strategy
On-siteAustin, Texas, United States or Westlake, Texas, United States
Job Summary
Define messaging experience strategy across the Digital Messaging portfolio by connecting client needs, business priorities, and platform capabilities to actionable roadmaps. Identify high-value opportunities to reduce support costs, improve task completion, and drive revenue growth through service, subscription, and regulatory communications. Lead problem discovery with stakeholders to understand journey friction and desired outcomes, then determine message intent, timing, triggers, and channel roles across email, SMS, mobile, and web. Partner with cross-functional teams to align journey, content, and delivery strategies while establishing OKRs and performance metrics. Balance client value, business impact, and compliance constraints to shape product choices and sequencing work. Provide strategic guidance and reusable frameworks to strengthen product practice across the team.
Required Qualifications
- Bachelor's degree or equivalent practical experience
- 8+ years of experience in product management, digital product strategy, client experience strategy, customer communications, or a related discipline
- Demonstrated experience defining product vision, strategy, roadmaps, measurable outcomes, and prioritization for complex digital products or cross-functional capabilities
- Experience identifying opportunities from client pain points and business needs, then leading discovery and alignment through recommendation and delivery
- Proven ability to lead cross-functional initiatives and influence senior leaders across business, product, technology, analytics, design, content, operations, risk, legal, or compliance
- Strong written and verbal communication skills, including executive storytelling, facilitation, decision framing, and communication of tradeoffs, progress, and risk
- Demonstrated ability to use qualitative and quantitative evidence to make decisions, define success measures, and connect product performance to client and business outcomes
- Experience working across multiple products, teams, or journeys where alignment, dependency management, and shared standards are critical
- Working knowledge of agile and lean product practices, including discovery, experimentation, roadmap development, backlog prioritization, and outcome measurement
- Ability to operate effectively in loosely structured, high-visibility, or uncertain environments while providing clarity and maintaining momentum
Desired Qualifications
- Experience with messaging ecosystems and customer engagement platforms, including Salesforce Marketing Cloud or comparable messaging, journey orchestration, decisioning, or campaign platforms
- Experience building or managing creative, engaging client communications across email, SMS, mobile push, Message Center, web, or mobile app experiences
- Experience with service, regulatory, subscription, and promotional messaging in financial services or another regulated industry
- Knowledge of journey orchestration, event-driven communications, triggers, segmentation, personalization, preferences, content management, templates, experimentation, and messaging measurement
- Experience connecting messaging to outcomes such as task completion, call or chat reduction, digital adoption, acquisition, Net New Assets, revenue, retention, or operational efficiency
- Familiarity with accessibility, privacy, consent, compliance, risk, and governance considerations for client communications
- Experience using analytics, client research, or voice-of-client insights to optimize communications and identify new product opportunities
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