Senior Product Manager - Customer Experience

Web.com Group, Inc.

Job Overview

Location

Florida - Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Product Manager - Customer Experience at Bluehost, you will be at the forefront of revolutionizing how our Small and Medium Business (SMB) customers interact with our digital ecosystem. You will own the end-to-end customer login and portal experience, a critical touchpoint that shapes daily engagement with our suite of products and services. This role is designed for a deeply customer-centric individual, driven by data, and excited by the prospect of leveraging Artificial Intelligence (AI) to simplify and personalize customer journeys, making their online presence management effortless and effective.
• Your primary responsibility will be to own and continuously evolve the customer login and portal experience. This involves a delicate balance of ensuring seamless usability for our diverse customer base, maintaining robust security protocols, and architecting for scalability to accommodate our growing user base and expanding product offerings. You will be the champion for our customers, ensuring their digital journey with Bluehost is intuitive, efficient, and empowering.
• A significant part of your role will involve leading in-depth customer discovery initiatives. You will actively engage with SMB users to uncover pain points, identify unmet needs, and pinpoint opportunities for innovation. This qualitative research, combined with quantitative data analysis, will form the bedrock of your product strategy, ensuring that every decision is grounded in genuine customer understanding.
• You will be instrumental in defining and executing a clear, compelling product vision, strategy, and roadmap specifically for our customer experience initiatives. This includes a strong focus on integrating AI-driven features that enhance personalization, automate routine tasks, and empower customers with advanced self-service capabilities.
• Collaboration is key to success in this role. You will partner closely with cross-functional teams, including UX designers, engineers, data scientists, and AI specialists. Together, you will design and deliver intuitive, scalable, and engaging experiences that not only meet but exceed customer expectations.
• Data will be your compass. You will leverage analytics, conduct A/B testing, and analyze key metrics to drive product prioritization and foster a culture of continuous improvement. Your ability to translate complex data into actionable insights will be crucial for optimizing the customer journey and demonstrating product impact.
• A core aspect of this role is the thoughtful integration of AI into the customer experience. This could manifest in various ways, such as personalized recommendations, intelligent automation of support tasks, proactive issue resolution, and enhanced self-service options that empower users to find solutions quickly and efficiently.
• You will serve as the unwavering voice of the customer within the organization. Your advocacy for clarity, simplicity, and exceptional usability will influence product development across the board, ensuring that our solutions are not just functional but delightful to use.
• You will be responsible for the entire product lifecycle, from ideation and strategy through to development, launch, and iteration. This includes defining requirements, writing user stories, and working closely with engineering teams to ensure timely and high-quality delivery.
• You will contribute to the strategic direction of Bluehost's customer-facing platforms, identifying opportunities to leverage technology and data to create a competitive advantage and foster long-term customer loyalty.
• This role offers a unique opportunity to shape the future of customer engagement in the web hosting industry, directly impacting the success of millions of small businesses and entrepreneurs worldwide. You will be empowered to make significant decisions and see the direct impact of your work on customer satisfaction and business growth.
• You will stay abreast of industry trends, emerging technologies, and competitor activities to ensure Bluehost remains at the cutting edge of customer experience innovation.
• Your work will directly contribute to Bluehost's mission of empowering users to create and grow their digital footprints by providing them with the tools and experiences they need to succeed online.
• You will have the opportunity to mentor junior product team members and contribute to the overall product management best practices within the organization.
• The ideal candidate will possess a "vibe coding" mindset – a collaborative, iterative, and hands-on approach to working with engineering teams, fostering a shared understanding and driving efficient development cycles.
• You will thrive in a fast-paced, dynamic environment, embracing ambiguity and demonstrating agility in adapting to changing priorities and market conditions.

🎯 Requirements

• 5+ years of product management experience, with a strong focus on customer experience or UX-led products.
• Proven experience owning and evolving core customer journeys, such as login, onboarding, customer portals, or dashboards.
• Experience serving SMB customers, with a background in SaaS, software, eCommerce, or retail preferred.
• Highly data-driven, with hands-on experience using analytics, experimentation (e.g., A/B testing), and key performance metrics to inform product decisions.
• Comfortable in a PM-UX hybrid role, demonstrating a strong ability to collaborate closely with designers and engineers.
• Experience building or using AI-powered features, or a strong personal demonstrated use of AI tools in your workflow.

🏖️ Benefits

• Excellent Health Insurance options (HSA, Medical, Dental, Vision).
• Matching 401K plan to support your long-term financial goals.
• Generous vacation policy for work-life balance.
• Tuition Reimbursement program for continuous learning and development.
• Pet Insurance to care for your furry family members.
• Opportunities for career growth, mentorship, and learning different aspects of the business.

Skills & Technologies

Product Management

Senior

Remote

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Web.com Group, Inc.

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About Web.com Group, Inc.

Web.com provides domain registration, website hosting, DIY and professional website design, online marketing, and e-commerce services to small and medium-sized businesses. Founded in 1999, the company offers drag-and-drop builders, SEO tools, pay-per-click advertising, social media management, and email marketing through subscription plans. Headquartered in Jacksonville, Florida, Web.com serves millions of customers worldwide and operates data centers across the United States.

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