Director, Product Experience

POSITION SUMMARY:

The Director, Product Experience owns the customer journey that begins the moment a QuickTalker Freestyle ships, ensuring AAC success. This leader is responsible for building and continuously evolving a process to gather, understand, and act on customer insights to help every communicator reach the best possible outcomes. With a heavy focus on device utilization and AAC stewardship, this leader is committed to every communicator having an empowered and inspired team around them that supports using the device every day, in every place, with every partner. By reducing the workload of SLPs, particularly in device setup, customization, and training, this leader helps clinicians serve more clients with confidence, which fuels adoption, family enthusiasm, and growth for AbleNet. This is a player-coach role: the Director sets direction and personally builds, tests, and ships alongside a small team, and does so with urgency and a bias toward learning by doing. This role requires embracing technology and alignment with AbleNet’s Guiding Principles, 7-Rules of Engagement, and 5-Tenets of Leadership.

POSITION RESPONSIBILITIES:

• Journey Strategy: Own the strategy, roadmap, and execution of the post-ship customer journey, including the KPIs and dashboards that measure it.
• Utilization: Own and execute the Product Experience Program, driving device utilization and user outcomes by identifying, launching, measuring, and improving on initiatives that help users of the QuickTalker Freestyle succeed with their devices.
• Agile Operating Model: Build, run, and continuously evolve a lightweight agile process that connects research and user insights to the backlog, sprints, MVPs, and a continuous improvement cycle that favors small bets, fast learning, and minimal process.
• AbleNet Support Hub: Lead the strategy for the Support Hub, working cross-functionally to develop innovative self-service solutions and customer education initiatives that reduce support demand on customer-facing teams and reduce the time SLPs and families spend on setup, customization, and training.
• Product Experience Creative Design: Direct, and contribute hands-on to, creative that supports all Product Experience efforts, ensuring materials are consistent, high-quality, accessible, and aligned with AbleNet brand standards.
• Warranty Partnership: Partner with Product Management senior leadership on warranty cost and claims trends, and lead self-service and experience initiatives that reduce avoidable claims and contribute to gross margin.
• Product Input: Serve as the voice of the user in the product design and development process. Provide insight and be consulted on decisions that affect the customer experience.
• Cross-Functional Alignment: Work with CX, Marketing, Operations, Compliance, Medical Funding, and Executive Leadership to align journey initiatives with enterprise goals and partner on research priorities and shared utilization measures.
• Team Leadership: Lead, mentor, and grow the Product Experience team, and prioritize team and vendor resources in a way that balances strategy with hands-on execution.
• Compliance and Accessibility: Ensure that customer-facing content and programs meet applicable regulatory, funding, and accessibility requirements.
• All other duties as assigned by manager.

CORE COMPETENCIES, SKILLS & ABILITIES:

• Strategic thinking with the ability to set a clear vision for the customer journey and turn it into a practical, prioritized roadmap.
• Proven ability to stand up processes and programs from scratch, including lightweight agile practices that emphasize testing, learning, and iteration over heavy process.
• Ability to balance leadership with hands-on execution, moving fluidly between setting direction and doing the work.
• Strong cross-functional leadership and influence, especially in shared-ownership situations, with a focus on best outcomes.
• Experience leading small teams and managing vendors, budgets, and creative or content work.
• Deep curiosity about end users, with a track record of using research and customer insight to drive product and program decisions.
• Analytical mindset with the ability to define KPIs, build dashboards, and turn data into action. Proficiency with Salesforce reporting preferred.
• Experience with self-service platforms, knowledge-base strategy, customer onboarding, or customer education programs.
• Working knowledge of agile tools and practices. Experience with monday.com preferred.
• Excellent written, verbal, and presentation skills, including the ability to tell a compelling, data-informed story to executives.
• Familiarity with the regulatory and quality environment of medical devices.

POSITION REQUIREMENTS:

Education & Experience Will experience be accepted in lieu of education requirements?

• Bachelor’s degree required; MBA or advanced degree in a related field preferred
• 10+ years of progressive experience in product management, product experience, or customer-journey roles, preferably in medical devices, healthcare, or assistive technology
• 3+ years of people-leadership experience
• Background in speech-language pathology and AAC preferred

☐ Yes ☒ No If yes, how many years?

Physical, Time, Presence & Other Requirements

Up to 8 hours of computer keyboarding and handling customer correspondence via phone, emails, chat, and/or video conferencing

Full-Time, Exempt employees work an average of 40 hours per week. Additional hours may be required as necessary.

This role can be performed in an onsite, hybrid, or fully remote capacity.

Up to 15% of domestic travel may be expected