Product Manager II, CX

The Crown Is Yours

As a Product Manager II, CX you'll lead high-impact initiatives that transform how we support our CX agents and serve players. In this role, you'll own the roadmap for our Customer Platform, delivering scalable, AI-powered solutions that streamline workflows, reduce manual effort, and enable smarter, faster service. You'll drive a blend of innovation and enterprise readinessintroducing new AI capabilities while ensuring the platform remains secure, compliant, and adaptable. With a bias for action and a deep understanding of operational complexity, you'll guide cross-functional teams to unlock efficiency and deliver measurable impact.

What You'll Do As A Product Manager II

• Own the end-to-end product lifecycle for Customer Platform capabilities, from roadmap definition and opportunity discovery to launch and iteration
• Lead the design and rollout of AI-powered features like prompt libraries, model evaluation methods, and governance frameworks
• Translate agent workflows and business needs into scalable product requirements and delivery plans
• Partner with Analytics and Data Science to define success metrics, test hypotheses, and evaluate performance
• Collaborate with Engineering to deliver robust APIs, integrations, and infrastructure that support both innovation and stability
• Balance long-term strategic initiatives with operational priorities like regulatory compliance and enterprise-wide projects
• Foster cross-functional alignment through clear communication of goals, progress, and trade-offs
• Stay ahead of platform and AI trends to inform roadmap decisions and product strategy

What You'll Bring

Join Our Team

We're a publicly traded technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role. The US base salary range for this full-time position is 117,900.00 USD - 147,400.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.