Coca-Cola HBC
Senior Product Manager, Customer Operational Excellence
Coca-Cola HBC, Atlanta, Georgia, United States, 30383
Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.
Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. Product Managers play a central role in this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.
If you are energized by solving real customer problems, working closely with cross‑functional partners, and shaping products that make a tangible difference, we would love to meet you.
About the Role The Senior Product Manager for Customer Operational Excellence owns the digital tools that help customers resolve issues with their equipment, reporting problems, troubleshooting, tracking progress, and knowing what to expect next. You will focus on making these interactions clearer and easier, reducing uncertainty at moments when customers need reliable support.
You’ll guide your team in simplifying key tasks, improving transparency, and surfacing the information customers need to move forward with confidence. As equipment becomes more connected, you’ll also explore opportunities to bring meaningful insight into equipment status, health, and expected needs, helping customers stay informed and resolve issues more proactively.
This role is a good fit for someone who enjoys improving customer‑facing workflows and sees the potential to turn a traditionally reactive process into an experience that feels more intuitive, timely, and insight‑driven.
Responsibilities Product Ownership & Strategy
Own the vision, outcomes, and roadmap for the Customer Operational Excellence experience
Define the most important customer and business problems to solve, with clear, measurable success metrics
Balance near‑term improvements with longer‑term opportunities to make service interactions more proactive, transparent, and insight‑driven
Discovery & Delivery
Lead discovery through customer research, data analysis, prototyping, and experimentation
Translate insight into clear priorities, roadmaps, and product requirements
Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy
Continuously iterate based on performance data, customer feedback, and operational signals
Customer Experience & Insight
Build deep understanding of customer service and equipment‑support workflows, especially moments of uncertainty or friction
Improve clarity, transparency, and confidence across issue reporting, troubleshooting, and status tracking
Explore opportunities to surface meaningful insight from connected equipment, diagnostics, or service data
Collaboration & Influence
Communicate priorities, trade‑offs, and decisions with clarity and confidence
Align with partners across service, operations, analytics, design, and engineering on goals, dependencies, and measures of success
Contribute to a culture of learning, accountability, and continuous improvement within the product organization
Key Qualifications
5+ years in product management or related fields (engineering, design, data, research)
Education: Bachelor’s degree or equivalent practical experience
Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact
Proficiency in modern discovery and delivery practices
Strong analytical thinking, with comfort using data and experimentation in decision‑making
Clear, compelling communication across technical and non‑technical audiences
Ability to balance multiple priorities and make thoughtful trade‑offs in complex environments
Preferred Qualifications
Experience building customer‑facing products that support operational or service workflows
Familiarity with ticketing, troubleshooting, or status‑tracking systems
Understanding of how customers use operational data to make decisions or plan next steps
Experience applying AI or intelligent guidance to support troubleshooting or proactive insight
Skills
Product Thinking – Connects user needs, business context, and technology into clear direction.
Customer Insight – Builds deep understanding of behaviors and workflows; translates insight into opportunities.
Analytical Judgment – Defines success metrics, uses data to focus the team, and applies experimentation to validate decisions.
Influence & Communication – Brings clarity to ambiguity and guides alignment across teams.
Execution Excellence – Balances long‑term direction with near‑term delivery; ensures quality, speed, and reliability.
Learning Mindset – Adapts to new information; embraces iteration and continuous improvement.
Collaborative Leadership – Builds strong partnerships with engineering, design, data, and operations; fosters inclusive teamwork.
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Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. Product Managers play a central role in this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.
If you are energized by solving real customer problems, working closely with cross‑functional partners, and shaping products that make a tangible difference, we would love to meet you.
About the Role The Senior Product Manager for Customer Operational Excellence owns the digital tools that help customers resolve issues with their equipment, reporting problems, troubleshooting, tracking progress, and knowing what to expect next. You will focus on making these interactions clearer and easier, reducing uncertainty at moments when customers need reliable support.
You’ll guide your team in simplifying key tasks, improving transparency, and surfacing the information customers need to move forward with confidence. As equipment becomes more connected, you’ll also explore opportunities to bring meaningful insight into equipment status, health, and expected needs, helping customers stay informed and resolve issues more proactively.
This role is a good fit for someone who enjoys improving customer‑facing workflows and sees the potential to turn a traditionally reactive process into an experience that feels more intuitive, timely, and insight‑driven.
Responsibilities Product Ownership & Strategy
Own the vision, outcomes, and roadmap for the Customer Operational Excellence experience
Define the most important customer and business problems to solve, with clear, measurable success metrics
Balance near‑term improvements with longer‑term opportunities to make service interactions more proactive, transparent, and insight‑driven
Discovery & Delivery
Lead discovery through customer research, data analysis, prototyping, and experimentation
Translate insight into clear priorities, roadmaps, and product requirements
Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy
Continuously iterate based on performance data, customer feedback, and operational signals
Customer Experience & Insight
Build deep understanding of customer service and equipment‑support workflows, especially moments of uncertainty or friction
Improve clarity, transparency, and confidence across issue reporting, troubleshooting, and status tracking
Explore opportunities to surface meaningful insight from connected equipment, diagnostics, or service data
Collaboration & Influence
Communicate priorities, trade‑offs, and decisions with clarity and confidence
Align with partners across service, operations, analytics, design, and engineering on goals, dependencies, and measures of success
Contribute to a culture of learning, accountability, and continuous improvement within the product organization
Key Qualifications
5+ years in product management or related fields (engineering, design, data, research)
Education: Bachelor’s degree or equivalent practical experience
Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact
Proficiency in modern discovery and delivery practices
Strong analytical thinking, with comfort using data and experimentation in decision‑making
Clear, compelling communication across technical and non‑technical audiences
Ability to balance multiple priorities and make thoughtful trade‑offs in complex environments
Preferred Qualifications
Experience building customer‑facing products that support operational or service workflows
Familiarity with ticketing, troubleshooting, or status‑tracking systems
Understanding of how customers use operational data to make decisions or plan next steps
Experience applying AI or intelligent guidance to support troubleshooting or proactive insight
Skills
Product Thinking – Connects user needs, business context, and technology into clear direction.
Customer Insight – Builds deep understanding of behaviors and workflows; translates insight into opportunities.
Analytical Judgment – Defines success metrics, uses data to focus the team, and applies experimentation to validate decisions.
Influence & Communication – Brings clarity to ambiguity and guides alignment across teams.
Execution Excellence – Balances long‑term direction with near‑term delivery; ensures quality, speed, and reliability.
Learning Mindset – Adapts to new information; embraces iteration and continuous improvement.
Collaborative Leadership – Builds strong partnerships with engineering, design, data, and operations; fosters inclusive teamwork.
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