Senior Product Manager – Roaming & Customer Voice

Mercedes-Benz High-Power Charging (MBHPC) | New York City, NY

Mercedes-Benz High-Power Charging is building a premium, open-access charging network designed for all EV drivers. As Senior Product Manager for Roaming & Customer Voice, you will own roaming partner onboarding, live quality and performance, and the product feedback loop for customer-discovered pain points across indirect channels.

Responsibilities

• The Roaming Ecosystem: Design and own a repeatable onboarding framework for roaming partners that scales network reach while ensuring technical and experience acceptance criteria are met.
• The Voice of the Customer: Own the feedback loop for roaming and non-roaming digital touchpoints, translating support cases, qualitative feedback, and complaints into a prioritized roadmap.
• Ecosystem Quality Governance: Collaborate with partner distribution and engineering to track and improve partner performance in live operations.
• Closing the Quality Loop: Ensure recurring customer pain points result in measurable, production-level quality gains.
• Data Distribution Strategy: Execute the roadmap for direct versus aggregator partnerships so network data is enabled across all driver-facing solutions.

Qualifications

• Legally authorized to work in the United States at the time of application.
• Minimum of 5 years of overall work experience.
• Preferred experience in project management or technical program management.
• Bachelor’s degree preferred.
• Strong understanding of platforms, integrations, or multi-party ecosystems; roaming or OCPI experience is a plus.
• Ability to reason across customer experience, system behavior, and partner constraints.
• Structured, systems-thinking mindset with high ownership.
• Passion for EV charging, customer trust, and operational quality.

What Success Looks Like

• Within the first 3 months, map the roaming landscape, define a structured onboarding framework, synthesize customer feedback, and become the internal product owner for the roaming charging experience.
• Within the first 6 months, onboard partners through a scalable process, improve failure detection and quality controls, reduce or attribute customer complaints, and make respected go-live decisions.
• Over time, turn roaming into a reliable growth channel and systematically use customer voice to shape product priorities.

Benefits

Benefits include competitive salary, an annual performance-based bonus, vacation time and 15 additional corporate holidays, the Mercedes-Benz Employee Lease Program, medical, dental and vision insurance, disability coverage, paid family leave, adoption expense reimbursement, tuition assistance, retirement benefits, and flexible work arrangements.

Salary range for New York City: $156,000–$170,400, including a geographic premium.

Applicants must be legally authorized to work in the U.S. Relocation assistance will not be provided.