paireyewear - Product Manager, Operational Experience (POMS)
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Requirements
• You take personal ownership of defining success before building — you don't wait for metrics to be handed to you • You are comfortable in environments where data infrastructure is incomplete — you know how to build a proxy measurement, work with what exists, and refine your model over time • You are comfortable with technology and have some familiarity with the software development lifecycle • You know when to ask for help and how to leverage peers, data teammates, and stakeholders as resources rather than waiting for perfect conditions • You are an extremely strong communicator with a proven ability to translate complex operational and technical concepts across both technical and non-technical audiences • You balance quantitative and qualitative inputs and can unpack multiple variables affecting the business or experience simultaneously • 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 • At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $120,000 - $140,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.
Responsibilities
• FOUNDATIONAL (FIRST 90 DAYS) • 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
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