Product Manager - Customer Experience

Overview

About Us:

At Fullbay, our mission is simple — to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation— for our teams and our customers.

Fullbay is the number one cloud-based shop management software for commercial repair shops and is growing fast. This is an exciting opportunity to join a high-performing team and help shape the next phase of growth for the company.

Position Overview:

As a Product Manager – Customer Experience at Fullbay, you are responsible for defining and aligning end-to-end customer journeys that span multiple product domains. You contribute to and help maintain the roadmap for cross-domain customer experience initiatives, ensuring that workflows across Repair, Parts, Financials, and other areas come together into cohesive, intuitive experiences tailored to specific user roles within the Fullbay ecosystem.

In this role, you serve as a cross-functional orchestrator and strategic partner to Product Owners, Engineering, Design, and business stakeholders. While Product Owners focus on execution within their respective domains, you ensure that the broader customer experience is intentional, consistent, and aligned with business priorities. You translate customer needs, operational realities, and market insights into clear product direction that shapes investment decisions and cross-team sequencing.

Success in this role requires strong judgment, comfort navigating ambiguity, and the ability to connect detailed execution plans to a clear customer-centered vision. You balance near-term improvements with longer-term experience evolution, ensuring that each initiative helps maintain consistency and usability across the product.

• Roadmap Ownership & Cross-Domain Coordination:
  Own and maintain the roadmap for cross-domain customer experience initiatives, defining short-term and longer-term priorities based on customer needs, business goals, and market conditions. Ensure that experiences for defined customer roles remain consistent and cohesive as they move across Repair, Parts, Financials, and other domains. Draft investment charters, product requirements documents (PRDs), and strategic briefs that guide execution across multiple teams.
• Data-Driven Decision Making & Metrics Alignment:
  Contribute to defining and tracking key performance indicators (KPIs) relevant to your product domain and associated business outcomes. Leverage customer feedback, operational insights, usage data, and performance metrics to guide prioritization and feature development. Manage tradeoffs between competing priorities and clearly communicate rationale to stakeholders.
• Research & Customer Insight:
  Participate in and support primary customer research initiatives to understand user pain points, workflows, and emerging needs. Conduct competitive and market analysis to ensure your domain remains relevant and differentiated. Regularly engage with customers and stakeholders, translating technical concepts into accessible explanations when needed.
• Cross-Functional Collaboration & Communication:
  Serve as a bridge between technical teams and business stakeholders, ensuring alignment across departments. Work collaboratively with Product Owners to align backlog execution with broader strategic intent. Partner with Engineering to ensure business requirements are clearly translated into actionable technical specifications. Navigate ambiguity and manage stakeholder expectations effectively, especially in high-pressure situations.
• Customer & Business Alignment:
  Champion customer needs while ensuring alignment with business objectives, revenue drivers, and retention strategies. Understand how specific user roles within automotive and commercial repair operations interact with the platform and where friction or inconsistency impacts performance.
• Adheres to all confidentiality and compliance regulations.
• Performs other duties as…