Director of Product – Customer Experience
BillGO is seeking a Director of Product, Customer Experience to define and drive the product strategy for customers across the lifecycle (enrollment, activation, retention, churn, engagement). This role is responsible for creating the product vision behind Customer Experience capabilities, expanding product offerings, and ensuring alignment between go-to-market execution and internal product and engineering delivery.
You will lead the development of customer experiences and platforms that enable scalable growth and deeper customer relationships, partnering closely with marketing, engineering, data, and go-to-market teams. This role sits at the intersection of strategy, product innovation, and execution. This leader will drive the experience for existing customers, with a focus on increasing lifetime value, improving retention, and broadening the products & services offered to customers, and will partner closely with acquisitions to improve prospect targeting.
💥 Why This Role Matters
This role is critical because it enhances BillGO’s customer experience with the product capabilities required to achieve them. By defining the strategy and ensuring alignment between go-to-market efforts and internal delivery, this role enables scalable, efficient customer experiences.
Without this role, Customer Experience efforts can become fragmented; with it, BillGO gains a unified, strategic approach that accelerates utilization, deepens engagement, improves retention, and ensures the organization builds the right products & services to grow with our customers.
🚀 What You’ll Do
Customer Experience Product Strategy & Vision
- Define and own the product strategy and roadmap for Customer Experience capabilities across BGX
- Translate business goals into scalable product solutions that enhance the customer experience
- Identify new opportunities to test and improve utilization, retention, and the expansion of products & services to our customers
Go-To-Market Alignment
- Partner with data and engineering teams to align product capabilities with GTM strategies
- Ensure product readiness supports the customer experience to improve utilization, retention, and the expansion of products & services
- Drive alignment between product delivery and external market needs and timelines
Product Development & Delivery
- Collaborate with engineering to deliver high-impact customer experience features
- Define clear requirements, success metrics, and prioritization frameworks
- Balance speed, scalability, and technical feasibility in product decisions
Performance & Optimization
Director of Product – Customer Experience
Role Description
- Define and monitor KPIs (net promoter score, retention rates, utilization rates, LTV, etc.)
- Use data and experimentation to continuously improve Customer Experience outcomes
- Partner with analytics to ensure measurement frameworks support decision-making
Cross-Functional Leadership
- Serve as the central point of alignment across product, engineering, marketing, and growth
- Influence stakeholders and drive clarity on priorities and trade-offs
- Build and mentor product team members as the function scales
- 8+ years of experience in product management, with a focus on customer lifecycle
- Proven track record of translating business strategy and analysis into digital experiences that optimize the customer experience, especially within digital platforms
- Experience defining product strategy and leading roadmap execution
- Strong analytical and problem-solving skills
- Deep understanding of customer lifecycle metrics (activation, retention, churn, engagement)
- Experience with cohort analysis and segmentation
- Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.
- Strong experience working cross-functionally with marketing, engineering, and data teams
Preferred
- Experience in fintech, payments, banking, or lending
- Experience with customer experience mapping
- Experience with process engineering frameworks (LEAN, Six Sigma, etc.)
Skills Required
- 8+ years of experience in product management, focused on customer lifecycle
- Experience translating business strategy and analysis into digital experiences that optimize customer experience, especially within digital platforms
- Experience defining product strategy and leading roadmap execution
- Strong analytical and problem-solving skills
- Deep understanding of customer lifecycle metrics, including activation, retention, churn, and engagement
- Experience with cohort analysis and segmentation
- Ability to leverage AI tools such as Claude and ChatGPT
- Strong cross-functional experience with marketing, engineering, and data teams
- Experience in fintech, payments, banking, or lending
- Experience with customer experience mapping
- Experience with process engineering frameworks such as LEAN or Six Sigma
BillGO Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BillGO and has not been reviewed or approved by BillGO.
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Healthcare Strength — Health coverage is characterized by multiple plan options, employer HSA contributions, and company-paid short/long-term disability and basic life insurance; feedback suggests this package is strong for a midsize fintech. Coverage breadth and employer funding are consistently highlighted as differentiators.
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Leave & Time Off Breadth — Time off is described as unlimited PTO for exempt staff and generous accruals for non-exempt employees. Feedback suggests schedule flexibility and rest are meaningfully supported.
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Wellbeing & Lifestyle Benefits — Everyday perks such as an on-site fitness center, snacks/meals, flexible schedules, wellness programs, and learning support are emphasized. Feedback suggests these amenities add tangible day-to-day value, especially for onsite employees.
BillGO Insights
What We Do
BillGO is building the receivables infrastructure network for U.S. small businesses. Our network reaches roughly $200B a year in payments owed to 3 million small businesses. We accelerate $4B of it. 100,000 of them joined BillGO Exchange, and 4,000 more join every month. Closing that gap is the work. A payment is not complete when funds arrive. It is complete when the customer has no additional work to do. That distance costs small businesses countless hours a week and 10 days waiting on money they already earned. Behind every one of those payments is a business depending on it to make payroll. The largest companies are paid instantly. Every small business deserves the same. We turn slow, less secure payments into fast, secure ones so small businesses get paid faster. The systems that move this money were never built to talk to each other, and money movement does not forgive. We build with AI, not around it. The BillGO Agent does the work a small business should never have to touch again: routing, matching, reconciling, and closing the loop with the payer. Everyone here is AI forward, curious, and better than they were six months ago. We hire for extreme ownership: the outcome, not the task, including the parts nobody assigned you. If you want a landscaper paid on time instead of chasing money on a Sunday night, BillGO is where it happens.
Why Work With Us
Everyone here is AI forward, curious, and better than they were six months ago. We hire for extreme ownership: the outcome, not the task, including the parts nobody assigned you. If you want a landscaper paid on time instead of chasing money on a Sunday night, BillGO is where it happens.
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