About the Role

We are seeking a Senior Product Manager, Customer Experience (CX) to design and own a world-class, AI-driven customer experience across the full lifecycle — from first touch in the funnel, through onboarding, engagement, support, and long-term retention. This is a senior, high-impact role requiring a combination of strategic vision, customer obsession, product and technology expertise, and the ability to leverage AI as a core tool for automation, personalization, and customer delight. You will lead the CX product strategy across surfaces (web, mobile, support channels) and will collaborate closely with Product, Growth, Engineering, Customer Support, and Data Science teams to build intelligent systems that deliver outstanding customer journeys — faster, more personal, and more seamless than ever before.

Key Responsibilities

• Own the Customer Experience Strategy: Define and continuously evolve a vision for best-in-class CX across the funnel, onboarding, post-purchase, and support journeys — with measurable outcomes (conversion, NPS, LTV).
• Build AI-Enhanced Journeys: Architect and deliver customer-facing AI tools (chatbots, recommendation engines, intelligent FAQ/search, personalized onboarding) to reduce friction and increase satisfaction.
• Customer Journey Mapping and Optimization: Map every stage of the customer lifecycle, identify pain points, and systematically redesign experiences to eliminate friction and maximize delight.
• Productize Customer Support: Transform support from reactive to proactive and AI-assisted — including automated triage, instant self-service resolutions, and human + AI blended support models.
• Collaborate Cross-Functionally: Work with Engineering, Design, Customer Support, and Data Science to launch high-quality CX products and enhancements on time and at scale.
• Champion Voice of the Customer (VoC): Embed customer feedback loops (CSAT, NPS, support ticket insights) into product development to inform CX priorities and improvements.
• Prioritize with Data: Use quantitative and qualitative insights to define KPIs, set roadmaps, and make informed prioritization decisions.
• Stay on the Cutting Edge: Proactively explore and evaluate emerging AI/ML technologies and vendors that could enhance CX, drive automation, or enable new personalization opportunities.

Key aspects

• Customers feel understood, supported, and valued at every interaction.
• Support resolution times drop significantly while CSAT/NPS increases.
• AI-driven tools and experiences feel natural, helpful, and humanized — not robotic.
• Funnel conversion improves through intelligent interventions and proactive guidance.
• Internal support teams become more efficient through automation and better tooling.

Qualifications

• 5–8+ years in Product Management, ideally focused on CX, Customer Support, or Growth.
• Experience launching customer-facing AI products (e.g., chatbots, personalization, NLP tools).
• Strong understanding of customer journey design, customer psychology, and user research.
• Deep experience collaborating with technical teams (engineering, data science).
• Ability to use product analytics tools (e.g., Amplitude, Mixpanel, GA) to inform decisions.
• Strong project management and cross-functional leadership skills.
• Creative problem solver who balances customer empathy with business needs.
• Passion for leveraging AI to transform customer experiences in new ways.
• Bonus: Experience in fast-paced consumer tech, marketplaces, or subscription services.

Learn More About CookUnity

We believe great leadership starts with alignment on vision, values, and ways of working. To give you deeper insight into who we are and what we’re looking for, we invite you to explore: CookUnity’s Leadership Principles – The values and behaviors that guide how we operate, collaborate, and scale.

We hope this provides valuable insight into our culture and product vision. If this excites you, we’d love to connect!

Benefits

🩺 Health Insurance coverage

🌅 401k Plan

⛱ PTO policy and paid sick days / Unlimited PTO

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Paid Family leave

🕯 Compassionate Leave: 3-5 days each time the need arises

🥘 A generous amount of CookUnity credits to enjoy our amazing meals, added to your account, monthly

🧘🏽‍♀️ Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle

👩🏾‍🏫 Personalized Spanish coach

🌟 Awesome opportunity to join a company that is looking to change how we eat and how chefs work!