[Remote] Product Manager, Operational Experience (POMS)

Note: The job is a remote job and is open to candidates in USA. Pair Eyewear is dedicated to fostering a joyful and dynamic workplace, and they are seeking a Product Manager to lead their Operational Experience pod. The role involves owning and evolving the Pair Order Management System (POMS) and constructing a measurement framework to enhance customer experience efficiency.ResponsibilitiesDecompose CX work into customer intent categories (e.g., prescription hold, address correction, lab resubmission, frame swap) and build a clear taxonomyInstrument or reconstruct average handle time (AHT) by intent category using available data sources — POMS logs, Gladly, or manual sampling where necessaryBuild a cost-of-service model: volume × AHT × labor rate by intent = fully-loaded cost baselineIdentify the highest-cost, highest-frequency, and most automatable CX activitiesTranslate that analysis into a prioritized roadmap with a defensible ROI narrative for leadershipOwn the POMS product vision and strategy, with the cost-of-service model as the north starDefine and track efficiency metrics: AHT reduction, deflection rate, error rate, agent throughputIdentify real CX teammate needs through structured discovery: shadowing, interviews, data analysis, and workflow observationLead agile scrum rituals: kickoffs, standups, demos, retrosCollaborate with Engineering, Product Design, and Analytics to deliver a roadmap that unlocks measurable value for the CX team and, by extension, the customerServe as the connective tissue between CX, R&D, and Operations stakeholders — translating operational realities into product requirements and product decisions back into operational languageContribute to the Product Team's toolkit and craft through your own prior experience and best practicesSkills2+ years of product management or an analytically rigorous operational role (e.g., operations manager, business analyst, or similar) with demonstrated ability to build measurement frameworks in ambiguous environmentsExperience working in a start-up or growth-stage company where you've had to create processes, structure, and metrics that didn't previously existDemonstrated ability to work with imperfect or incomplete data and produce defensible, actionable analysisStrong written and verbal communication skills, including the ability to write crisp product briefs and present roadmap rationale to leadershipYou take personal ownership of defining success before building — you don't wait for metrics to be handed to youYou are comfortable in environments where data infrastructure is incomplete — you know how to build a proxy measurement, work with what exists, and refine your model over timeYou are comfortable with technology and have some familiarity with the software development lifecycleYou know when to ask for help and how to leverage peers, data teammates, and stakeholders as resources rather than waiting for perfect conditionsYou are an extremely strong communicator with a proven ability to translate complex operational and technical concepts across both technical and non-technical audiencesYou balance quantitative and qualitative inputs and can unpack multiple variables affecting the business or experience simultaneouslyExperience with ecommerce or DTC operations, particularly order management or fulfillment workflowsFamiliarity with customer service tooling (Gladly, Zendesk, or similar) and the data those platforms producePrior exposure to workforce or labor analytics — AHT modeling, staffing forecasting, or contact center efficiency workExperience with internal tools product managementSQL or equivalent data querying capabilityBenefitsDiscretionary short-term and long-term incentivesCompany OverviewPair Eyewear is an eyewear brand designed and made specifically for children. It was founded in 2017, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://paireyewear.com.