Senior Product Manager, Customer Operational Excellence

Job Description Summary

Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit. '

Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences. Product Managers play a central role in this evolution, helping teams discover the right problems, deliver meaningful solutions, and continuously improve the experiences that power our business.

If you are energized by solving real customer problems, working closely with cross functional partners, and shaping products that make a tangible difference, we would love to meet you.

About the Role

The Senior Product Manager for Customer Operational Excellence owns the digital tools that help customers resolve issues with their equipment, reporting problems, troubleshooting, tracking progress, and knowing what to expect next. You will focus on making these interactions clearer and easier, reducing uncertainty at moments when customers need reliable support.

You'll guide your team in simplifying key tasks, improving transparency, and surfacing the information customers need to move forward with confidence. As equipment becomes more connected, you'll also explore opportunities to bring meaningful insight into equipment status, health, and expected needs, helping customers stay informed and resolve issues more proactively.

This role is a good fit for someone who enjoys improving customer-facing workflows and sees the potential to turn a traditionally reactive process into an experience that feels more intuitive, timely, and insight-driven.

Responsibilities

Product Ownership & Strategy

• Own the vision, outcomes, and roadmap for the Customer Operational Excellence experience
• Define the most important customer and business problems to solve, with clear, measurable success metrics
• Balance near-term improvements with longer-term opportunities to make service interactions more proactive, transparent, and insight-driven

Discovery & Delivery

• Lead discovery through customer research, data analysis, prototyping, and experimentation
• Translate insight into clear priorities, roadmaps, and product requirements
• Partner closely with design and engineering to deliver solutions that are valuable, usable, feasible, and aligned to strategy
• Continuously iterate based on performance data, customer feedback, and operational signals

Customer Experience & Insight

• Build deep understanding of customer service and equipment-support workflows, especially moments of uncertainty or friction
• Improve clarity, transparency, and confidence across issue reporting, troubleshooting, and status tracking
• Explore opportunities to surface meaningful insight from connected equipment, diagnostics, or service data

Collaboration & Influence

• Communicate priorities, trade-offs, and decisions with clarity and confidence * Align with partners across service, operations, analytics, design, and engineering on goals, dependencies, and measures of success
• Contribute to a culture of learning, accountability, and continuous improvement within the product organization

Key Qualifications

• 5+ years in product management or related fields (engineering, design, data, research)
• Education: Bachelor's degree or equivalent practical experience
• Demonstrated success shaping and shipping digital products that meet user needs and deliver business impact
• Proficiency in modern discovery and delivery practices
• Strong analytical thinking, with comfort using data and experimentation in decision making
• Clear, compelling communication across technical and non-technical audiences
• Ability to balance multiple priorities and make thoughtful trade-offs in complex environments

Preferred Qualifications

• Experience building customer-facing products that support operational or service workflows
• Familiarity with ticketing, troubleshooting, or status-tracking systems
• Understanding of how customers use operational data to make decisions or plan next steps
• Experience applying AI or intelligent guidance to support troubleshooting or proactive insight

Skills

• Product Thinking - Connects user needs, business context, and technology into clear direction.
• Customer Insight - Builds deep understanding of behaviors and workflows; translates insight into opportunities.
• Analytical Judgment - Defines success metrics, uses data to focus the team, and applies experimentation to validate decisions.
• Influence & Communication - Brings clarity to ambiguity and guides alignment across teams.
• Execution Excellence - Balances long-term direction with near-term delivery; ensures quality, speed, and reliability.
• Learning Mindset - Adapts to new information; embraces iteration and continuous improvement.
• Collaborative Leadership - Builds strong partnerships with engineering, design, data, and operations; fosters inclusive teamwork.

Additional information

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Skills

Agile Methodology, Application Development, Business Processes, Business Value Creation, Change Management, Influencing, Microsoft Azure, Microsoft Office, Negotiation, Process Improvement Plans, Risk Mitigation Strategies, Software Development, Software Development Life Cycle (SDLC), Strategic IT, Vendor Management

Pay Range

United States: 171,000 - 198,000 USD

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage: 30

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

• Location(s): United States of America
• City/Cities: Atlanta
• Travel Required: 00% - 25%
• Relocation Provided: No
• Job Posting End Date: November 13, 2026

Our Purpose and Growth Culture

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive and agile - and value how we work as much as what we achieve.

We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.