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Product Experience Team Lead

Lovable· EPD
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Hybrid (Boston)$137k - $183.5kFull-timePosted 6mo ago

About the role

Lead the Boston PX team, develop people, build AI-powered systems to scale support, and ensure consistent user experience across the Americas, coordinating with Stockholm.

Responsibilities

  • Lead the Boston PX team: Set the culture, own day-to-day quality, and grow a team that delivers world-class PX across US time zones.
  • Develop your people: Onboard, coach, and performance-manage a mixed team of full-time PX specialists and part-time student specialists. Build the career paths that make PX a place people grow, not pass through.
  • Build agentic support infrastructure: Help improve existing and build new AI-powered systems that resolve issues, surface product signals, and scale coverage without scaling headcount 1:1.
  • Scale the operation: Own staffing, scheduling, and coverage as the team grows, and build the quality systems — QA, playbooks, enablement — that keep the bar high as headcount increases.
  • Own US escalations: Be the escalation point for complex user issues during Americas hours. Triage technical problems, collaborate with engineering when needed, and close the loop with the customer.
  • Be the voice of the user: Capture high-signal feedback from customers and make sure it reaches product and engineering.
  • Keep the student pipeline flowing: Maintain relationships with Boston-area universities to bring part-time talent into the team.
  • Collaborate globally: Work hand-in-hand with the Stockholm PX team and engineering to ensure consistent quality and shared learnings across hubs.

Qualifications

  • Customer-obsessed: 3+ years in B2C/B2B support or a customer-facing role.
  • A people developer: You've led or coached a team and can show measurable improvements in people.
  • Operationally rigorous: You build systems, processes, schedules, and metrics for a complex operation.
  • Product & technical fluency: Understand products, engage with product/engineering on complex issues, comfortable with AI tools to change workflows.
  • Sharp communicator: Warm, clear, and precise in coaching, feedback, and cross-team alignment.
  • Based in Boston or willing to relocate — in-office role.

Skills

Required:People leadershipOperational systems designProduct and engineering collaboration
Nice to have:AI tools usage in workflows
Last updated Oct 7, 2026. Interested? Apply on the company site.
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