Product Manager: Mobile, Web, and Customer Care Ecosystem

Product Manager:
Mobile, Web, and Customer Care Ecosystem page is loaded## Product Manager:
Mobile, Web, and Customer Care Ecosystem locations:
Milpitas, CAtime type:
Full time posted on:
Posted 2 Days Agojob requisition :
JR100283
** About Arlo:
** At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We believe that everyone deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry.

Arlo’s deep expertise in AI- and CV-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for Arlo users that is easy to set up and interact with every day.
** Product Manager:
Mobile, Web, and Customer Care Ecosystem (Contract)
** At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Arlo’s deep expertise in AI- and Computer Vision (CV)-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for our users.

We are seeking a
** passionate and experienced Product Manager
** to lead the mobile and web app experience for the Arlo ecosystem, as well as the internal tools that support it, with a strong focus on
** Customer Care
** and agent journeys that include AI. You will work closely with cross-functional teams, including Engineering, Design, Marketing, Sales, and Customer Support Operations, to deliver innovative and intuitive experiences for both customers and support agents.###
** Key Responsibilities
**** 1. Product Strategy & Execution
*** Conduct market research, competitive analysis, and user research (surveys, interviews, usability testing) to identify trends, user needs, and business opportunities.
* Develop, own, and maintain a comprehensive product roadmap that aligns with user needs and strategic business objectives.
* Work with stakeholders to define and prioritize features and initiatives based on data analysis demonstrating value, feasibility, and impact.
* Create and maintain detailed Product Requirements Documents (PRDs), user stories, and internal documentation.
* Manage product budgets and ensure timely delivery of features in collaboration with Engineering and Finance.
** 2. Mobile & Web Ecosystem Ownership
*** Define and optimize the
** end-to-end customer journey
** for self-service, product setup, and day-to-day use within the Arlo mobile app and on
* Monitor KPIs like app ratings, NPS scores, user feedback, app downloads, and active users to drive continuous, iterative improvements.
* Collaborate with Engineering and Design teams on feature development, testing, quality assurance, and managing product launches with robust go-to-market strategies.
** 3. Customer Care & Agent Experience Leadership**
* ** Agent

Experience:

** Own the product experience for Customer Care Agents, including integrated tools like the Contact Control Panel (CCP) and Agent Workspace. Focus on developing and optimizing workflows, screen pops, scripting, and knowledge integration to reduce Average Handle Time (AHT) and improve First Contact Resolution (FCR).
* ** Support-Driven Improvement:
** Analyze support ticket data, contact center metrics, and agent feedback to identify top customer pain points and product defects, feeding validated insights directly into the core product roadmap.
* ** Omnichannel Consistency:
** Ensure a seamless and consistent experience and data continuity for customers transitioning between self-service channels (App, ) and assisted channels.
* ** Agent Tooling

Roadmap:

** Develop a specific roadmap for agent-facing tools and system integrations within the Customer Care environment to maximize agent efficiency and effectiveness.
* Stay informed on…