Senior Manager, Product Management - CX

About this role

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Senior Manager, Product Management - Locations, CX

Why We Have This Role

The Senior Manager, PM will lead the Locations team within Customer Experience product management, responsible for the Frontline product serving location-based businesses (hospitality, QSR, retail). This person will lead the strategy and execution to help us scale our suite of products supporting location based businesses in our priority industry verticals. This part of our business is at an inflection point, and we are looking for a strategic, curious, and high agency leader to take it to the next level as we continue to expand our global footprint of world-class customers. This leader needs to be an expert in product craft, have familiarity with continuous/real time product loops, and must possess a player-coach mentality.

How You’ll Find Success

• Raise the bar on Product Craft : Possesses excellent product taste, understands what it means to operate in a ‘product-led’ organizational culture, operates with high agency and has the organizational skills to drive work from idea to market. Must be able to dive deep into all user personas within an organization, understand where/if/how they should interact to deliver exceptional experiences to end customers and teach other teammates these nuances effectively and efficiently.

• Leads and Empowers : Coaches, mentors, and builds high-performing product managers, holding the team accountable to clear outcomes while fostering their career growth.

• Navigates Ambiguity : Comfortably charts a path forward through rapid discovery, continuous learning, turning complex technological shifts into clear, executable product roadmaps.

• Collaborates Generously : Bridges the gap between deeply technical applied science/engineering teams and cross-functional partners like legal, privacy, and go-to-market.

• Customer-Obsessed : Regularly engages with customers to translate their pain points into robust, scalable capabilities.

How You’ll Grow

• Shape the next phase of our frontline business at Qualtrics: Direct ownership of our Location product team gives you unique organizational visibility and accountability as this suite of products has grown significantly over the past few years is responsible for scaling Qualtrics usage to frontline personas (not just analysts!).

• Executive Visibility: Act as the primary champion for our entire Location product suite, regularly presenting product vision, metrics, and strategy directly to executive leadership.

• Navigate complexity and execute flawlessly: The portfolio of capabilities in our Frontline product space has grown extensively, we need a leader to shape the go-forward plan on how/where to integrate these new platforms/apps and relentlessly drive execution.

Things You’ll Do

• Own the product strategy for our Location CX Product suite, includes purpose built applications for frontline users, Online Reputation Management, Social listening, Location data intelligence and location-level insight engine that tells managers exactly where their customer experience lags peers and why, using statistical analysis of across all relevant customer interaction points.

• Raise the bar for PM craft Qualtrics. You will pull from deep experience working in product-led environments to coach and mentor a team of high-performing Product Managers and product scientists, helping teams define the right set of measurements/goals and outcomes to obsess over for our business and our customers.

• Drive clarity across the organization. You will maintain a Qualtrics-first mentality when working with teammates in our platform, GTM, Ops and legal teams, raising the bar for justification and helping the organization navigate tradeoff decisions effectively

• Reinvent the way product teams operate. Fluent with AI as applied to product development means you don’t treat AI tools as an add-on to your existing process, you use them as the default way you move from idea to working artifact. In practice that looks like: prototyping in code rather than mocking up in Figma when a working version answers the question faster; using AI to synthesize user research or generate test cases rather than only to draft docs; knowing when an AI-generated first pass is good enough to ship and when it needs a human rewrite; and being able to direct and evaluate AI output critically rather than accepting it at face value.

What We’re Looking for on Your Resume

• Proven PM Leadership: Extensive experience in product management, including a proven track record (>3 years) of directly managing, coaching, and developing other product managers and 10+ total years of experience in product management

• Demonstrated ability to identify then execute product strategy end-to-end

• Demonstrated ability to manage and execute organizational change

• Success in scaling, taking businesses and products from 1 → N

What You Should Know About This Te

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