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Petco · 15 hours ago

Sr, Product Manager Customer Care

San Antonio, Texas Metropolitan Area

Full-time

Onsite

Mid, Senior Level

$104K/yr - $156K/yr

5+ years exp

Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents, and Petco partners. The role involves modernizing customer support through technology and data, managing the roadmap for Salesforce Service Cloud and Amazon Connect, and ensuring cross-functional alignment.

Animal FeedNutritionPet

H1B Sponsor Likely

Responsibilities

Own the roadmap for Salesforce Service Cloud, Amazon Connect, and emerging AI-enabled capabilities

Drive a data-informed strategy for agent assist, automated routing, conversational AI, generative responses, and customer self-service

Turn operational insights from Customer Support into clear, aligned product requirements that IT and engineering can execute on

Ensure customer care considerations are represented across broader product and platform decisions

Develop deep expertise in Service Cloud (case management, omni-channel, routing, knowledge, macros, agent workspace)

Build strong working knowledge of Amazon Connect (IVR, call flows, Contact Lens, analytics, AI integrations)

Stay ahead of rapid developments in AI, identifying practical, high-value opportunities Petco can deploy quickly

Act as the connective tissue between Customer Support, IT, enterprise architecture, and peer product teams

Translate business needs into technical plans and ensure Customer Care is included in system-wide planning and platform strategy

Coordinate timelines, dependencies, and priorities so work lands cleanly and consistently

Partner with vendors and engineering teams to deliver solutions end-to-end

Write clear user stories, acceptance criteria, and functional requirements

Lead delivery using Scrum/Agile, while being comfortable operating in hybrid or waterfall structures when needed

Use qualitative and quantitative data to guide prioritization and demonstrate impact

Work with analytics teams to ensure we have the right instrumentation and operational visibility—without owning reporting directly

Deliver improvements that reduce support volume, improve resolution times, and raise CSAT/NPS

Qualification

Salesforce Service CloudAmazon ConnectAI capabilitiesScrum/AgileJiraFigmaData-driven decision-makingCross-functional leadershipClear communication

Required

Bachelor's degree or equivalent practical experience

5+ years of product management experience in customer service, CRM, contact center technologies, or support operations

Hands-on experience working with customer support teams, ideally with Salesforce Service Cloud or Amazon Connect

Strong understanding of how AI can improve support efficiency, quality, and cost-to-serve

Experienced in Scrum/Agile delivery with comfort across hybrid and waterfall models

Proficient with Jira for backlog management and Figma for collaborating on flows and interaction design

Analytical thinker with strong data-driven decision-making skills

Clear, concise communicator who aligns stakeholders and drives outcomes

Preferred

Experience with a national retailer or direct-to-consumer ecommerce company

Background in analytics, workflow automation, knowledge management, or conversational AI/VOC tools

Benefits

Health and financial benefits

401K

Incentives

PTO

Company

Petco

Glassdoor3.0

Where the Pets Go. Celebrating 60 years of helping pets live their best life!

Founded in 1965

San Diego, California, USA

10001+ employees

https://www.petco.com/unleashed

H1B Sponsorship

Petco has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (27)

2024 (19)

2023 (31)

2022 (27)

2021 (20)

2020 (21)