Product Manager: Mobile, Web, and Customer Care Ecosystem - Milpitas - Arlo Inc

Description

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 industry best practices and emerging technologies, especially in Contact Center as a Service (CCaaS) platforms (e.g., AWS Connect) and AI-powered support tools.

4. Cross-Functional Collaboration & Leadership

• Partner effectively with Engineering, Design, Marketing, Sales, and Support Operations teams to align goals and ensure successful product delivery.
• Present product vision, updates, roadmaps, and key metrics to stakeholders and leadership across the organization.
• Provide guidance and mentorship to junior product managers and foster a learning-focused culture within the product organization.

5. AI Tooling & Process Acceleration

• Utilize generative AI tools to accelerate the product lifecycle and improve collaboration.
• Documentation & Prioritization: Leverage AI tools to rapidly generate, summarize, and refine PRDs and user stories. Use AI features in product management platforms to assist in objective feature prioritization.
• Prototyping & Design: Utilize generative AI tools to accelerate the initial prototyping phase, translating concepts into modifiable wireframes and mockups for quicker validation.
• User Research & Synthesis: Apply AI tools to analyze large quantities of qualitative and quantitative data (support tickets, app reviews, user interviews) to synthesize key insights and prioritize opportunities at scale.
• Developer Awareness: Understand the impact of AI-assisted Integrated Development Environments (IDEs) on engineering velocity, code quality, and time-to-market.

Key Performance Indicators (KPIs)

• App Store Ratings and Reviews
• NPS and Customer Satisfaction Scores
• Contact Center Metrics (e.g., AHT, FCR, Self-Service Deflection Rate)
• Agent Satisfaction Scores (e.g., A-NPS, usability of agent tools)
• App Downloads and Active Users
• Time to Market for New Features
• Customer Churn Rate

Qualifications

• 5+ years as a Product Manager with a focus on mobile and web applications.
• Proven success in launching and growing consumer-facing mobile and web apps.
• Experience managing the product lifecycle for internal-facing tools or contact center technology (e.g., Salesforce Service Cloud, Zendesk, or AWS Connect) is a strong plus.
• Strong knowledge of user-centered design principles and agile methodologies.
• Excellent analytical, communication, and interpersonal skills.
• Passion for creating exceptional user experiences.
• Experience with home security or IoT products is a plus.

The pay range for this position reflects the minimum and maximum target for new hire salaries at commencement of employment and is expected to be between USD$112,000-155,000/year. However, base pay offered may vary depending on multiple factors, including role, job-related knowledge, skills, relevant education and experience. The total compensation package for this position may also include other elements, including bonus, equity, and a full range of benefits. Details of all benefits will be provided if an employee receives an offer of employment.

Arlo is proud to be an Equal Opportunity Employer. We value inclusion and are committed to inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on all legally protected statuses in all hiring and employment.

We provide reasonable accommodations to applicants and employees with disabilities, who are pregnant or have a related medical condition, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, the Company will consider for employment qualified applicants with arrest and conviction records.