Principal Product Manager, CX Products

Newfold Digital is a company focused on empowering small businesses to succeed online. They are seeking a Principal Product Manager who will own and evolve the customer login and portal experience while using AI to enhance customer journeys.

Responsibilities:

• Own and evolve the customer login and portal experience, balancing usability, security, and scale
• Lead customer discovery with SMB users to uncover friction, unmet needs, and opportunities
• Define and execute a clear product vision, strategy, and roadmap for customer experience and AI-driven features
• Partner closely with UX, engineering, data, and AI teams to design intuitive, scalable experiences
• Use data, experimentation, and customer insights to drive prioritization and continuous improvement
• Thoughtfully integrate AI into the customer experience (personalization, automation, self-service)
• Act as the voice of the customer, advocating for clarity, simplicity, and usability across the product

Requirements:

• 5+ years of product management experience, with a strong focus on customer experience or UX-led products
• Proven experience owning core customer journeys (login, onboarding, portals, dashboards)
• Experience serving SMB customers; background in SaaS, software, eCommerce, or retail preferred
• Highly data-driven, with hands-on experience using analytics, experimentation, and metrics
• Comfortable in a PM / UX hybrid role, collaborating closely with designers and engineers
• Experience building or using AI-powered features, or strong personal use of AI tools in your workflow
• A 'vibe coding' mindset—collaborative, iterative, and hands-on with engineering
• Thrive in fast-paced, ambiguous environments
• Experience modernizing customer portals or authentication flows
• Exposure to AI-driven personalization, automation, or self-service
• UX or design background, or deep experience partnering with design teams
• Familiarity with experimentation frameworks (A/B testing, feature flags)