The Role
About the Role
We are looking for a Product Manager to own customer feedback systems and discovery research for the Self-Service team. You will build structured processes for feedback collection while conducting regular partner research to uncover needs and validate priorities.
This role reports to the Director of Self-Service and works closely with Integration Managers, Customer Success, Support, and Product teams.
Responsibilities
Feedback Systems:
Design and operate structured feedback intake
Route actionable items to relevant team members
Produce monthly closed-loop reports
Customer Discovery:
Conduct regular partner interviews
Apply jobs-to-be-done methodology to understand underlying needs
Map pain points across the partner journey
Validate feature requests and prioritization hypotheses
Document success stories and use cases
Insights & Reporting:
Maintain partner journey friction map
Synthesize feedback themes into prioritization input
Track feedback-to-resolution metrics
Present insights to team and stakeholders
Requirements
3+ years of product management experience with a customer research component
Demonstrated experience conducting user interviews and synthesizing insights
Strong analytical skills for pattern identification
Experience designing or operating feedback programs
Excellent written communication for reports and documentation
Ability to drive action based on evidence
Fluent English
Nice to Have
Experience in B2B SaaS customer research
Background in customer success, support, or voice-of-customer programs
Training in jobs-to-be-done or design thinking methodologies
Gaming industry knowledge
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The Company
What We Do
Xsolla's video game business engine helps game developers and publishers operate more efficiently and sell more games. Serving only the video game industry, Xsolla caters to businesses from indie to enterprise, with solutions that solve the complexities of distribution, marketing, and monetization so developers, publishers, and platform partners. Our goal is to increase your audience, sales and revenue. Headquartered in Los Angeles, with offices worldwide, Xsolla operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games, and PUBG Corporation.
