Senior Product Manager, Customer Experience

About the position Come lead the forefront of how FOX One transforms customer experience across our platforms. As a Senior Product Manager, Customer Experience (CXPM), you'll bridge the worlds of product strategy and customer empathy - designing seamless, intelligent experiences that delight users and solve problems before they arise. You'll define the roadmap for next-generation CX innovation, mapping user journeys, analyzing behavioral data, and building AI tools that solve and anticipate customer needs. This role is about turning insights into impact - identifying where friction exists, understanding why it happens, and creating intuitive solutions that improve the relationship between FOX One and its members. Partnering with customer care, design, and engineering, you'll help FOX One set the standard for customer experience innovation in entertainment, ensuring every interaction feels effortless, personal, and human. Responsibilities • Lead the CX product vision, strategy, and roadmap for customer experience innovation across FOX One. • Map end-to-end user journeys across personas, identifying pain points, motivations, and moments to improve their experience. • Collect, analyze, and act on customer feedback and behavioral insights to drive meaningful product decisions. • Improve our CX AI tools, so that they not only resolve issues quickly but also anticipate and prevent pain points. • Collaborate cross-functionally with design, engineering, and customer care to deliver user-centered solutions. • Drive a culture of experimentation-testing, learning, and iterating to optimize every stage of the customer journey. • Champion proactive CX strategies that extend beyond support-helping FOX anticipate needs, simplify interactions, and elevate satisfaction. • Stay ahead of emerging CX and AI trends to inform innovation and long-term strategy. Requirements • 6 - 8 years of product management experience focused on customer experience or direct-to-consumer products. • A proven ability to turn user insights into clear product strategies and measurable outcomes. • Strong understanding of customer journey mapping, CX analytics, and product experimentation. • Excellent collaboration skills with cross-functional partners in design, engineering, data, and operations. • A customer-first mindset grounded in empathy, systems thinking, and data-informed decision-making. • Natural curiosity and comfort navigating ambiguity in a fast-paced, innovative environment. Nice-to-haves • Experience developing or integrating AI/ML-driven CX tools or automation platforms. • Familiarity with CX or CRM systems such as Zendesk, Salesforce, or Intercom. • Experience within streaming, media, or large-scale consumer technology ecosystems. • Exposure to voice-of-customer programs or advanced analytics methodologies. Benefits • medical/dental/vision • insurance • a 401(k) plan • paid time off • an annual discretionary bonus Apply tot his job