FBS Sr. Customer Experience Product Manager

The CAS (Customer Agent Solutions) Digital Service Operations team manages the E2E digital service operations for all digital channels. The team collaborates with multiple cross functional teams and bridges the gap between strategic goals and daily execution by day-to-day management of performance monitoring, defect management, optimization testing, infra and capabilities functions to ensure operations delivers on its daily/weekly/monthly handling objectives. Works as liaison between product and technology operations to reach the forecasted KPI targets for digital service customer experiences.

This role operates at the intersection of digital operations, customer experience, and AI‑powered transformation. You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance.

As a Customer Experience Digit...