The Coca-Cola Company · 4 hours ago
Senior Product Manager, Agent & Technician Experience
US - GA - Atlanta
Full-time
Onsite
Senior Level
$167K/yr - $187K/yr
5+ years expThe Coca-Cola Company is a global leader in the beverage industry, and they are seeking a Senior Product Manager for Agent & Technician Experience. This role involves owning digital tools and workflows that support customer service agents and technicians, focusing on simplifying complex work and enhancing service interactions through better tools and processes.
Consumer GoodsFast-Moving Consumer GoodsFood and BeverageManufacturing
No H1B
Responsibilities
Own the vision, outcomes, and roadmap for the Agent & Technician Experience
Define the most important user and business problems to solve, with clear success metrics tied to speed, accuracy, service quality, and confidence
Balance near-term workflow improvements with longer-term opportunities to strengthen insight, consistency, and enablement across support interactions
Lead discovery through field observation, shadowing, user research, data analysis, 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
Use performance data and user feedback to guide iteration and continuous improvement
Build deep understanding of how agents and technicians diagnose issues, respond to questions, and coordinate resolution across a range of customer scenarios
Improve access to timely, relevant information and guidance at critical moments during service interactions
Design workflows that support consistent execution while remaining flexible enough to handle complexity, exceptions, and variation in customer needs
Explore opportunities to apply data, automation, or intelligent assistance to support faster, more confident resolution
Align with service, operations, analytics, and adjacent product teams on goals, dependencies, and measures of success
Communicate priorities, trade-offs, and decisions with clarity and conviction
Contribute to a culture of learning, accountability, and continuous improvement within the product organization
Qualification
Required
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
Experience with operational workflows, customer support tools, or field service environments
Familiarity with case management, scheduling, triage, or dispatch systems
Exposure to products that support high-volume, time-sensitive work
Understanding of how frontline teams use technology in real-world settings
Comfort working in domains where speed, accuracy, and reliability are critical
Benefits
A full range of medical, financial, and/or other benefits, dependent on the position.
Company
The Coca-Cola Company
The Coca-Cola Company is a soft drink manufacturer & distributor that makes a variety of soft drinks, including diet coke and regular coke.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1919-09-05IPO
Leadership Team
Henrique Braun
Chief Operating Officer
Jennifer Henry
Senior Vice President, Strategy and Corporate Development
Recent News
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