The ProblemAs Flock continues to scale rapidly, expanding our post-sale customer operations through robust, modern technology is a top corporate priority. Scaling our Customer Success and Support ecosystems requires a strategic enterprise product partner to architect scalable platform infrastructure and integrate intelligent automation. You will lead our customer care platform execution, drive AI-assisted support frameworks, and engineer automated risk detection to empower our customer teams.
What You'll Own- Lead end-to-end product execution, system architecture, and technical roadmaps for customer care, contact center, and customer success platforms.
- Architect advanced automation capabilities, including AI-assisted support frameworks, chat-based auto-resolution engines, and automated Customer Success Manager lifecycles.
- Integrate automated risk detection models and real-time call-to-action triggers directly into post-sale operational platforms.
- Connect post-sale platforms to core business systems to ensure entitlement data, provisioning status, and contract records sync seamlessly without manual intervention.
- Translate customer usage telemetry signals into structured data inputs that trigger real-time, actionable alerts for operational teams.
What This Role is Not- This isn't a traditional customer-facing or CS operations management role, you will focus on technical product management, platform architecture, and software builds.
- This is not an isolated software project, you will partner daily with Support and Customer Success leadership to translate operational visions into scalable platform infrastructure.
- This isn't a manual process management job, your core focus centers on eliminating manual data lookups by engineering agentic AI and automated workflows.
What You Bring- Proven track record leading product managers and managing technical enterprise platforms within post-sale customer lifecycle domains.
- Hands-on experience architecting, implementing, or integrating AI-driven platform tools, including automated chat interfaces and natural language processing frameworks.
- Operational familiarity with enterprise customer management stacks, specifically Salesforce Service Cloud and Gainsight, focusing on health scoring, playbooks, and automated triggers.
- Demonstrated capability connecting customer success platforms to core business infrastructure and transforming usage telemetry into automated system behaviors.
- Strong cross-functional partnership skills to map data handshakes, capture technical dependencies, and guide engineering partners toward stable builds.
CompensationIn this role, you'll receive a starting salary between $200,000 and $250,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.
