Product Manager, CX & Customer Lifecycle

Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Delivering innovative technology is only part of the customer experience. How we support and engage customers throughout their relationship with Epson is equally important.

The Product Manager, CX & customer Lifecycle will be responsible for contributing to the strategic direction and execution of Epson’s direct-to-consumer subscription program throughout the customer lifecycle, including onboarding, subscriber success, retention, lifecycle management, BPO relationship management, service processes, and customer issue resolution. Also drives device telemetry-related initiatives and customer experience improvements. Leads planning and execution activities for lifecycle and retention programs, manages BPO performance related to customer accounts, billing inquiries, device issues, consumables delivery problems, upgrades, downgrades, cancellations, and exchanges. Provides feedback loops on recurring customer pain points and potential solutions, and partners with Credit on collections and cancellation strategies.

This position will be based out of Epson America's headquarters in Los Alamitos, CA with an opportunity for a hybrid schedule.

What You Will Be Doing:

Strategy

• Contributes to the strategic direction, customer lifecycle strategy, retention strategy, and customer experience plans for Epson’s direct-to-consumer print…