Customer Support and Enterprise Product Management Job Overview: We are seeking a Product Manager to lead the development of customer support and post-purchase experiences that drive customer lifetime value for B&H. This role requires the ability to build strong cross-functional partnerships and partner closely with B2B teams to understand enterprise customer pain points and translate business requirements into product solutions. The ideal candidate will have a deep understanding of key customer support touchpoints on B&H's website—such as chat, account management, and loyalty programs—and proven ability to improve user flows, integrate customer data, and deliver seamless service experiences that align with B&H's legendary customer service standards. Key Responsibilities • Own the product roadmap for customer support experiences including chat, online account features, and email integration. • Drive improvements in customer service entry points and qualification flows. • Lead “My Account” optimization initiatives to improve retention and lifetime value. • Oversee integration of loyalty programs and customer engagement tools into account portals. • Partner with UX and Dev teams to translate business requirements into user-friendly, technically feasible solutions. • Collaborate with Sales and Customer Service to ensure support requirements are addressed. • Coordinate with BI and data teams on chat implementation, authentication, and system integrations. • Manage vendors and implementation partners during rollouts and technical migrations. • Define rollout strategies for key platforms including iOS app chat and major system transitions. • Analyze and document current workflows; gather requirements from stakeholders. • Use behavioral data and customer feedback to inform decisions and prioritize product improvements. Required Qualifications • 4+ years of product management experience in e-commerce or customer-facing digital products. • Strong understanding of customer journeys from acquisition through retention. • Experience collaborating with UX, Dev, and Data teams to ship customer-centric solutions. • Excellent analytical skills with the ability to use data for decision-making. • Ability to balance customer experience with technical feasibility and business priorities. • Proven track record of managing cross-functional initiatives involving Customer Service,Sales, and Marketing. • Familiarity with help center optimization, knowledge base management, and content strategy. • Ensure technical solutions meet enterprise security, compliance, and integration requirements • Create specialized landing pages for enterprise users and manage comprehensive digital B2B experiences including enterprise account portals, workflows, and professional purchasing tools Technical Skills • 3–5 years of experience with web-based customer interfaces and backend system integrations. • Strong knowledge of Salesforce Service Cloud (Live Agent, Omni-Channel, custom objects, and flows). • Experience managing chat or support platform implementations or migrations. • Solid understanding of API integrations, data sync, system architecture, and authentication workflows. • Experience with customer service platforms such as Salesforce, ZenDesk, or FreshWorks. • Ability to translate business needs into clear technical specifications for development teams. • Understanding of analytics tools and methods for optimizing customer experience. Preferred Qualifications • E-commerce industry experience, particularly in digital Customer Experience touch points (such as Chat) B2B, enterprise, or education markets • Background in photography, imaging, or technical product sales. • Experience managing large-scale customer service technology implementations. • Proven ability to manage trade-offs between operational efficiency and customer experience. • Experience in e-commerce environments with complex support needs (e.g., subscriptions, marketplaces, B2B). About B&H Photo Video B&H is a leading specialty retailer of photography, video, audio, and technology products, serving both consumer and professional markets through our NYC SuperStore and online platform.