Location: Atlanta, GA
This role is based in Atlanta, GA with hybrid RTO planned for February 2027.
Product Portfolio:
AirVantage® Smart Connectivity
Job Summary:
Semtech's IoT Connected Services team (formerly known as Sierra Wireless) is seeking a Senior Product Manager, User Experience to own and advance the User Experience (UX) vision across our IoT Connected Services portfolio globally. This is a strategy-to-execution role for a UX leader who thinks in outcomes — reducing friction, accelerating revenue, and earning customer loyalty at every stage of the lifecycle.
Reporting to the Vice President of IoT Connected Services, you will hold decision-making authority on Net Promoter Score (NPS) strategy and overall UX direction, owning the go-forward strategy from customer acquisition through solution orchestration. You will define UX strategy across multiple product lines, drive the end-to-end NPS program, and leverage AI-powered tools and in-product engagement to deliver intuitive experiences for a complex, global customer base — translating deep customer insight into roadmap decisions that drive measurable business impact.
This role carries visibility to Senior Leadership through quarterly business and strategic reviews, with the opportunity to influence the direction of how customers experience IoT connectivity at a global scale.
If you are passionate about shaping not just how customers use products, but how they feel about them, this role is for you.
Responsibilities:
- UX Strategy Leadership (25%): Define and own the end-to-end UX product strategy across all services product lines globally, leveraging user intelligence and the latest AI-powered design tools to deliver intuitive, cohesive experiences at every stage of the customer lifecycle, reducing friction, accelerating time-to-value, and driving revenue growth through proactive, AI-enabled customer engagement embedded throughout the journey
- User Research & Insights (10%): Drive research initiatives to surface deep understanding of user needs, behaviors, and pain points across diverse market segments, translating findings into actionable product direction that eliminates friction, creates measurable business impact, and informs NPS improvement strategies
- NPS-Driven Usability Testing & Optimization (10%): Own the end-to-end NPS strategy, using score trends, detractor patterns, and passive feedback as the primary signal for where to focus usability testing and optimization efforts. Define and drive rigorous testing methodologies in collaboration with UI development teams, continuously closing the loop between customer sentiment and experience improvement to eliminate friction, elevate retention, and optimize AI-assisted and in-product chat interactions
- Team Leadership & Development (10%): Lead and develop a high-performing team of UX specialists through clear direction, performance management, and intentional career growth, building team capability and operational efficiency to deliver at scale
- UX Roadmap Delivery (10%): Build and execute a UX roadmap aligned to product strategy, owning the go-forward direction from customer acquisition through solution orchestration — prioritizing initiatives that drive user adoption, reduce drop-off, and create direct pathways to revenue acceleration, including the introduction of AI-powered chat and proactive engagement touchpoints across the customer lifecycle
- Cross-functional Collaboration (10%): Serve as the UX integration point across engineering, marketing, and sales — ensuring design priorities are embedded into product development from inception through delivery, improving cross-team efficiency and compressing cycle times
- Customer Advocacy (10%): Engage directly with customers across industries to identify unmet market needs and friction points, closing the loop on NPS feedback to ensure detractor and passive insights directly shape roadmap decisions — and ensuring AI-driven proactive engagement and accessible chat mechanisms reflect real customer expectations at every lifecycle stage
- Design System Management (5%): Establish and govern UX standards, guidelines, and design systems in partnership with UI development teams — enabling consistent, scalable experiences that reduce rework and accelerate product development, including standardized patterns for AI chat and contextual engagement components
- Market Landscape & Positioning (5%): Continuously assess market trends, emerging UX patterns, and competitor experience strategies to identify whitespace opportunities, sharpen product positioning, and ensure the UX vision stays ahead of evolving customer expectations
- Performance Metrics (5%): Define, track, and report on the full suite of UX success metrics tied to business outcomes — including adoption, retention, NPS progression, chat engagement, and revenue impact — driving continuous, data-grounded improvement
Minimum Qualifications:
- Education: Bachelor’s degree in Business, Design, Computer Science, or related field; advanced degree a plus
- Experience: 8–12 years of UX-focused product management with demonstrated ownership of UX strategy across multiple product lines
- NPS & Customer Sentiment: End-to-end NPS program ownership, with proven ability to connect customer sentiment to usability priorities and roadmap decisions
- AI & Emerging Tools: Hands-on experience with AI-powered design and engagement tools; clear point of view on leveraging AI and in-product chat to reduce friction
- Research & Insights: Strong user research and usability testing expertise, with a track record of converting findings into actionable product direction
- Portfolio & Business Impact: Demonstrated UX improvements tied to measurable outcomes — adoption, retention, conversion, and revenue growth
- Market Intelligence: Ability to read market trends, UX patterns, and competitor strategies to maintain a forward-looking product vision
- Cross-functional Influence: Proven ability to align engineering, marketing, and sales around UX priorities and drive execution without direct authority
- Data-Driven: Metrics-grounded approach leveraging NPS, engagement, and retention signals to continuously optimize experience outcomes
- Communication: Exceptional ability to articulate UX strategy and decisions to senior leadership and diverse stakeholder groups
- Design Systems: Experience governing design systems and component libraries across platforms, including AI-assisted interaction patterns
- Industry: Background in IoT, connectivity, enterprise software, or similarly complex technical domains strongly preferred
The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.
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