Senior Product Manager – CX and AI Automation

Customer Service at PerfectDraft is evolving from a reactive support function into a strategic, product-led capability. As Senior Product Manager – Customer Experience & AI Automation, you will define and scale how PerfectDraft supports its customers across digital service, automation, and aftersales journeys.

PerfectDraft is AB InBev's premium at-home beer experience — a connected ecosystem combining hardware, digital services, and a growing portfolio of iconic beer brands.

What You'll Own

• Define and own the product vision and roadmap for Customer Experience at PerfectDraft

• Build scalable, product-led service experiences across customer support and aftersales

• Lead AI-powered automation initiatives (e.g. self-service, intelligent routing, agent assist) in partnership with Tech and Data teams

• Own the end-to-end aftersales journey for PerfectDraft machines, including diagnostics, repairs, replacements, and recovery

• Shape investment decisions across automation, repairs, and replacements to balance CX with cost-to-serve

• Partner closely with Operations, Machine Product, Tech, and Data teams to address root causes and scale solutions

Who We're Looking For

• 5+ years of product management experience, ideally across customer experience, customer service, or post-sales journeys

• Strong experience working with software teams, integrations, and complex workflows

• Proven ability to lead ambiguous, cross-functional initiatives with meaningful business impact

• Data-driven mindset with experience defining and using service performance metrics

• Experience with Customer Service platforms, automation, or AI-enabled tooling (nice to have)