Onboarding Product Manager

Must be in NYC, Hybrid in office (SOHO)

About Hatch

Hatch builds AI Customer Service Representatives that handle business communications across SMS, email, and voice—24/7. We've helped drive over $5B in revenue for home services, healthcare, and other service-based businesses by ensuring every lead is reached and every call is answered.

The Role

We're looking for a Product Manager to own the onboarding and self-service experience at Hatch. Your mission is to dramatically reduce time-to-value for new customers while enabling them to configure, launch, and optimize their AI agents without touching support. You'll own the tools that turn complex AI setup into a guided, intuitive experience.

What You'll Own

Self-Serve Configuration & Setup

• Design guided experiences that enable customers to configure and customize their AI agents without technical expertise

• Develop templates, wizards, and intelligent defaults that scale across use cases and industries

• Build guardrails and validation to ensure reliable outcomes while reducing user error

Self-Serve Campaign & Workflow Tools

• Create intuitive interfaces for customers to build, target, and launch campaigns independently

• Balance flexibility with simplicity—powerful enough for advanced users, approachable for beginners

Transparency & Debugging

• Build tools that help customers understand AI agent behavior and outcomes

• Enable self-service troubleshooting to reduce reliance on support

Product Analytics & Instrumentation

• Define and track key metrics across activation, engagement, and retention

• Surface insights that inform product priorities and measure the impact of self-service improvements

You Might Be a Fit If You Have

• 4+ years of product management experience, ideally in onboarding, growth, or self-service product areas

• Experience building configuration tools, wizards, or no-code/low-code interfaces

• Deep empathy for non-technical users—you simplify complexity rather than expose it

• Strong product analytics skills; you instrument everything and let data guide decisions

• Experience reducing time-to-value or improving activation metrics at a B2B SaaS company

• Ability to balance "make it simple" with "make it powerful"

Bonus Points

• Experience with conversational AI, marketing automation, or CRM platforms

• Background in PLG (product-led growth) motions

• Familiarity with tools like Amplitude, Mixpanel, or Heap

• Have worked at companies selling to SMBs or mid-market service businesses

Why Join

• Directly impact how thousands of businesses experience Hatch for the first time

• High-visibility role—onboarding success is a company priority

Closing

• There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience.

• Based on the anticipated level of experience we are seeking, we expect the compensation range for this role to be between $104,000 and $269,000. You may also be offered a bonus, restricted stock units, and benefits.

• We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).

• Where required by law, a criminal background check will not be conducted until after a conditional offer of employment is made, and any evaluation of a candidate's criminal background check will be subject to an individualized assessment that takes into account the candidate's specific criminal records and the responsibilities and requirements of the particular role.

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