Product Manager, Operational Experience (POMS)

Pair Eyewear is dedicated to fostering a joyful and dynamic workplace, and they are seeking a Product Manager to lead their Operational Experience pod. This role involves owning and evolving the Pair Order Management System (POMS), building a measurement framework, and defining efficiency metrics to enhance customer experience operations.

Responsibilities:

• Decompose CX work into customer intent categories (e.g., prescription hold, address correction, lab resubmission, frame swap) and build a clear taxonomy
• Instrument or reconstruct average handle time (AHT) by intent category using available data sources — POMS logs, Gladly, or manual sampling where necessary
• Build a cost-of-service model: volume × AHT × labor rate by intent = fully-loaded cost baseline
• Identify the highest-cost, highest-frequency, and most automatable CX activities
• Translate that analysis into a prioritized roadmap with a defensible ROI narrative for leadership
• Own the POMS product vision and strategy, with the cost-of-service model as the north star
• Define and track efficiency metrics: AHT reduction, deflection rate, error rate, agent throughput
• Identify real CX teammate needs through structured discovery: shadowing, interviews, data analysis, and workflow observation
• Lead agile scrum rituals: kickoffs, standups, demos, retros
• Collaborate with Engineering, Product Design, and Analytics to deliver a roadmap that unlocks measurable value for the CX team and, by extension, the customer
• Serve as the connective tissue between CX, R&D, and Operations stakeholders — translating operational realities into product requirements and product decisions back into operational language
• Contribute to the Product Team's toolkit and craft through your own prior experience and best practices

Requirements:

• 2+ 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 environments
• Experience working in a start-up or growth-stage company where you've had to create processes, structure, and metrics that didn't previously exist
• Demonstrated ability to work with imperfect or incomplete data and produce defensible, actionable analysis
• Strong written and verbal communication skills, including the ability to write crisp product briefs and present roadmap rationale to leadership
• Experience with ecommerce or DTC operations, particularly order management or fulfillment workflows
• Familiarity with customer service tooling (Gladly, Zendesk, or similar) and the data those platforms produce
• Prior exposure to workforce or labor analytics — AHT modeling, staffing forecasting, or contact center efficiency work
• Experience with internal tools product management
• SQL or equivalent data querying capability