Product Manager - CX Applications

Our Story

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Position Overview

This is an internal-facing platform product role, owning the roadmap, priority and business value for the customer experience applications estate. This role does not line-manage the developers, administrators and integration engineers who build on these platforms; that delivery organisation sits within Business Applications under a separate leader. The role owns the why and the what, and influences the how and the when through evidence, relationships and a clearly reasoned roadmap. We are hiring for someone who operates independently, sets their own standards, and raises the maturity of how the enterprise uses its core platforms. This is not a backlog-administration role.

The purpose of the role is to own the product strategy, roadmap and optimisation of the platforms that power the post-sale customer lifecycle: serve, educate and retain. The support side of this estate is AI-heavy, and a core part of the role is driving intelligent automation while protecting service quality. The education and success side directly supports adoption, retention and expansion.

A central expectation of the role is to move the estate toward an AI-native, end-to-end platform: a connected customer journey from support through education to success, with data and workflow joined across the tools and AI embedded across the flow rather than confined to individual products. This includes driving AI-native ways of working within the customer experience estate and designing toward that end-to-end platform in coordination with the GTM Applications product manager and, in particular, the AI Enablement function, given the significant AI overlap in this estate.

The experience of the internal users of these platforms — the support agents, services and customer-success teams who work in them daily — is a primary measure of success, including their adoption, in-tool efficiency and the removal of friction. Customer-facing UX and UI direction continues to sit with Support Enablement; this role's focus is the internal-user side.

Platforms Owned

• Zendesk (support and ticketing, knowledge base, community, and customer portal)

• Forethought (AI support automation)

• Zoom CCaaS (contact centre)

• External customer LMS (education, training and certification)

• Customer Success Platform (CSP), including leading its evaluation and selection where one is not yet in place

Primary Responsibilities
• Own and maintain a prioritised, outcome-based roadmap across the customer experience applications estate, tied to measurable results (deflection, resolution time, CSAT, cost to serve, customer adoption, retention and expansion).

• Run structured discovery with support, services, customer success and customer education stakeholders; convert operational and lifecycle pain into prioritised platform solutions.

• Drive the AI and automation agenda across the estate, including where Forethought and Zoom AI capabilities are deployed, and design toward a connected, end-to-end service-to-retention platform rather than disconnected point tools, in explicit coordination with the AI Enablement function to avoid duplicated effort and align on shared tooling and standards.

• Own the internal user experience and adoption of the platforms in scope: measure how effectively agents and internal teams use the tools, remove friction, and treat low adoption or workarounds as product problems to solve rather than user error.

• Own the platform and system roadmap for the customer LMS and CSP, partnering with Support Enablement, which today owns these tools and their content and UX/UI direction. Where a CSP is not yet in place, lead its evaluation and selection. This scope includes establishing CSP-to-LMS integrations, which have not previously been part of Business Applications' feature development.

• Own the value case and prioritisation for the estate, and defend trade-offs to senior service, success and support sponsors.

• Partner with the delivery organisation to sequence and deliver work, holding discovery, documentation and definition-of-done standards without directly managing the engineers.

• Contribute significantly to vendor selection, negotiations and renewals across Zendesk, Forethought and Zoom, and lead experimentation and adoption of new features. Vendor negotiations and contract renewals are led by the VP and the Director, Global Business Applications, with the commercial and contractual process run by procurement.

• Establish and maintain product documentation, decision logs and configuration rationale for the estate.

• Define and report the metrics that demonstrate service quality, efficiency and customer lifecycle value from platform investment.

Key Skills and Competencies
• Strong senior stakeholder management, including reasoned prioritisation and the ability to decline work.

• Experience partnering with engineering and delivery teams not directly managed.

• The independence and maturity to run a value stream with minimal direction.

• Strategic product thinking: outcome-based roadmapping and measurable value cases.

• Ability to drive AI-native ways of working and design end-to-end journeys rather than single applications.

• Data- and feedback-driven approach to improving platform adoption and internal user experience.

• Strong discovery skills, converting operational and lifecycle pain into prioritised platform solutions.

• Cross-functional coordination, particularly with AI Enablement and Support Enablement, to avoid duplicated effort and align on shared standards.

Preferred Experience and/or Qualifications

Essential:

• Demonstrable product management of customer support or contact-centre platforms (Zendesk, CCaaS or equivalent).

• SaaS product experience across both B2B and B2C contexts.

• Experience deploying AI or automation in a support context, or a clear track record of driving intelligent automation on a platform estate.

• A track record of driving AI-native ways of working into a platform estate, and of designing in end-to-end journeys rather than single applications.

• Exposure to customer success and/or customer education platforms and the retention and adoption outcomes they drive.

• A track record of driving platform adoption and internal user experience, using usage data and user feedback to improve the tools.

Desirable:

• Experience with Forethought or comparable AI support tooling, Zoom CCaaS, and a CSP (such as Gainsight or Totango).

• Familiarity with the seam between platform product and a central AI or data function.

• Hospitality or high-volume service environment experience.

Benefits

Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays!

⌚️ ️Flexible working! Use our flexible working hours and hybrid working environments to manage it.

‍♀️ Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts.

Laptop and equipment.

Healthcare expense claim tools!

Like in life, at work we also want you to grow with certifications.

Annual meet ups!

Enhanced parenting scheme!

Cycle to work scheme and season ticket loan provided.

Pension and life insurance? Several, for you to choose what looks convenient.

On demand pay tools for you to be able to access salary even before the end of the month!

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Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.