Director, Product - Customer Experience

BillGO is seeking a Director of Product, Customer Experience to define and drive the strategy for managing existing customers acrossthe lifecycle (enrollment, activation, retention, churn, engagement). This role is responsible for creating the business intent and product vision behind Customer Experience capabilities, ensuring alignment between go-to-market execution and internal product and engineering delivery.

You will lead the development of Customer Experience experiences and platforms that enable scalable growth, partnering closely with marketing, engineering, data, and go-to-market teams. This role sits at the intersection of strategy, product innovation, and execution. This leader will drivethe experience for existing customers, with a focus on increasing lifetime value, improving retention, and broadening the products & services offered to customers, and will partner closely with acquisitions to improve prospect targeting.

💥 Why This Role Matters

This role is critical because it enhances BillGO’s customer experience with the product capabilities required to achieve them. By defining the strategy and ensuring alignment between go-to-market efforts and internal delivery, this role enables scalable, efficient customer experiences.

Without this role, Customer Experience efforts can become fragmented; with it, BillGO gains a unified, strategic approach that accelerates utilization, improves retention, and ensures the organization builds the right products & services to grow with our customers.

🚀 What You’ll Do

Customer Experience Product Strategy & Vision

• Define and own the product strategy and roadmap for Customer Experience capabilities across BGX
• Translate business goals into scalable product solutions that enhance the customer experience
• Identify new opportunities to test and improve utilization, retention, and the expansion of products & services to our customers

Go-To-Market Alignment

• Partner with data and engineering teams to align product capabilities with GTM strategies
• Ensure product readiness supports the customer experience to improve utilization, retention, and the expansion of products & services
• Drive alignment between product delivery and external market needs and timelines

Product Development & Delivery

• Collaborate with engineering to deliver high-impact customer experience features
• Define clear requirements, success metrics, and prioritization frameworks
• Balance speed, scalability, and technical feasibility in product decisions

Performance & Optimization

• Define and monitor KPIs (net promoter score, retention rates, utilization rates, LTV, etc.)
• Use data and experimentation to continuously improve Customer Experience outcomes
• Partner with analytics to ensure measurement frameworks support decision-making

Cross-Functional Leadership

• Serve as the central point of alignment across product, engineering, marketing, and growth
• Influence stakeholders and drive clarity on priorities and trade-offs
• Build and mentor product team members as the function scale

🌟 What You Bring

• 8+ years of experience in product management, with a focus on customer lifecycle
• Proven track record of delivering products & experiences that optimize the customer experience, especially within digital platforms
• Experience defining product strategy and leading roadmap execution
• Strong analytical and problem-solving skills
• Deep understanding of customer lifecycle metrics (activation, retention, churn, engagement)
• Experience with cohort analysis and segmentation
• Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.
• Strong experience working cross-functionally with marketing, engineering, and data teams

Preferred

• Experience in fintech, payments, banking, or lending
• Experience with customer experience mapping
• Experience with process engineering frameworks (LEAN, Six Sigma, etc.)

🌟 What You Bring

• 8+ years of experience in product management, with a focus on customer management  

• Proven track record of delivering products & experiences that optimize the customer management experience, especially within digital platforms 

• Experience defining product strategy and leading roadmap execution 

• Strong analytical and problem-solving skills 

• Deep understanding of customer lifecycle metrics (activation, retention, churn, engagement) 

• Experience with cohort analysis and segmentation 

• Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work. 

• Strong experience working cross-functionally with marketing, engineering, and data teams  

Preferred 

• Experience in fintech, payments, banking, or lending 

• Experience with customer experience mapping 

• Experience with process engineering frameworks (LEAN, Six Sigma, etc.) 

💸 Compensation 

We offer a competitive compensation package, including: 

• Base salary

• Performance incentive 

• Equity opportunities 

• Comprehensive health, retirement, and lifestyle benefits 

This role is about more than compensation, it’s about the opportunity to transform how small businesses thrive in the digital economy.