Product Manager, Customer Experience

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Industry Context: AI-driven supply chain innovations reduce logistics costs by 15%+, inventory by 35%+, and improve service efficiency by 65%+. Companies prioritize AI-enabled automation as the key enabler for customer experience, sustainability, and resilience.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.

FourKites is looking for a driven and customer-obsessed Product Manager to join the Visibility Group to lead the Customer Experience (CX) team. In this role, you will be responsible for understanding how customers adopt and use our visibility products and translating those insights into targeted product improvements that drive measurable adoption outcomes.

You will work hands-on with usage data, engage directly with customers and internal teams, and collaborate closely with engineering, design, and customer success to build a product experience that customers love.

This role requires significant overlap with US Central Time hours to effectively partner with North American customers and the broader FourKites team.

What you'll be doing

• Customer Adoption & Product Experience

• Own the adoption metrics for the Visibility Group's product portfolio — define, track, and analyze feature usage, engagement, and retention KPIs.

• Identify adoption gaps and friction points through direct customer engagement, usage data analysis, and feedback loops with Customer Success and Sales teams.

• Develop and execute a product adoption roadmap with prioritized enhancements that drive measurable improvement in customer engagement and stickiness.

• Data Analysis & Insights

• Work hands-on with product usage data and analytics platforms to generate actionable insights on customer behavior and feature utilization.

• Build and maintain dashboards and reports to monitor adoption trends across customer segments, geographies, and product areas.

• Partner with Data Science and Engineering teams to improve data instrumentation, event tracking, and reporting capabilities.

• Translate quantitative data findings into clear product hypotheses and prioritized backlog items.

• Customer Engagement & Discovery

• Actively engage with customers across various touchpoints — onboarding calls, QBRs, support escalations, and product feedback sessions — to develop a deep understanding of their workflows and unmet needs.

• Collaborate with Customer Success Managers to build structured feedback channels that surface systemic product gaps.

• Champion the voice of the customer in internal product planning discussions and roadmap prioritization.

• Product Development

• Translate customer insights and usage data into detailed product requirements, user stories, and acceptance criteria for engineering teams.

• Partner closely with engineering and design through the full development lifecycle — from discovery and scoping through delivery and post-launch monitoring.

• Manage and prioritize the CX product backlog, balancing short-term adoption levers with longer-term platform enhancements.

• Cross-Functional Collaboration

• Work with Product Marketing and Enablement teams to develop onboarding materials, feature announcements, and adoption playbooks.

• Collaborate with Presales and Solutions teams during deal cycles to gather market requirements and inform the product roadmap.

Who you are

• 4+ years of product management experience in B2B SaaS, with demonstrated focus on customer adoption, product-led growth, or customer experience.

• Proven ability to work hands-on with data — comfortable querying databases (SQL), working with analytics tools, and building data-driven narratives.

• Strong customer engagement skills — experience conducting customer interviews, discovery sessions, and translating qualitative feedback into product requirements.

• Experience working cross-functionally with engineering, design, and customer success teams in an agile environment.

• Excellent communication skills with ability to work effectively with US-based teams and customers during CST business hours (significant schedule overlap required).

• Demonstrated ability to leverage AI tools (e.g., Claude, ChatGPT) to accelerate product workflows — including synthesizing customer feedback, drafting requirements, and generating data insights at speed

Preferred

• Domain experience in supply chain, logistics, or transportation technology.

• Prior exposure to enterprise SaaS onboarding, customer health scoring, or NPS-driven product improvement programs.

Note: Role would require to work in Night Shift

Who we are:

FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower® breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office.

Benefits:

• Medical benefits start on first day of employment

• 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days

• Home Office set ups and Technology reimbursement

• Lifestyle & Family benefits

• Mental Wellness support and guidance

• Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)