Product Manager, Operational Experience (POMS)

Role Overview

Pair Eyewear is seeking a Product Manager, Operational Experience (POMS) to lead the Operational Experience pod on the Pair Order Management System (POMS). This is not a platform-maintenance role. The mission is to understand how Customer Experience (CX) labor is used, define what efficiency looks like, and build a roadmap grounded in a measurement framework built from scratch.

Responsibilities

First 90 Days (Foundational)

• Decompose CX work into customer intent categories (e.g., prescription hold, address correction, lab resubmission, frame swap) and build a taxonomy.
• Instrument or reconstruct Average Handle Time (AHT) by intent category using available sources such as POMS logs, Gladly, or manual sampling.
• Build a cost-of-service model: volume × AHT × labor rate → fully-loaded cost baseline.
• Identify the highest-cost, highest-frequency, and most automatable CX activities.
• Translate analysis into a prioritized roadmap with a defensible ROI narrative for leadership.

Ongoing

• Own POMS product vision and strategy, using the cost-of-service model as the north star.
• Define and track efficiency metrics such as AHT reduction, deflection rate, error rate, and agent throughput.
• Run structured discovery to uncover CX teammate needs via shadowing, interviews, data analysis, and workflow observation.
• Lead agile Scrum rituals: kickoffs, standups, demos, retros.
• Collaborate across Engineering, Product Design, and Analytics to deliver measurable value.
• Act as the connective tissue between CX, R&D, and Operations, translating operational realities into product requirements and back.

Requirements

• 2+ years of product management or an analytically rigorous operational role (e.g., operations manager, business analyst) with experience building measurement frameworks in ambiguous environments.
• Experience in a startup or growth-stage environment where processes/metrics must be created from scratch.
• Demonstrated ability to work with imperfect/incomplete data and produce defensible, actionable analysis.
• Strong written and verbal communication skills.
• Comfortable in environments with incomplete data infrastructure; ability to build proxy measurements and refine models over time.
• Familiarity with the software development lifecycle.

Nice-to-have / Growth Path

• Role is designed with a growth path; strong performers may be leveled into Senior Product Manager as they demonstrate mastery across analytical, strategic, and stakeholder dimensions.