Staff Product Manager

Who We Are

We started our company to help others launch and run their own businesses, at any stage. The way we help is by keeping it simple and supporting entrepreneurs one step at a time. Put simply: our mission is to enable anyone to start, run, and grow their business while avoiding the common pitfalls that derail hopeful entrepreneurs. No more having to wade through forms, taxes, or ongoing state compliance. 

We are a remote company based in Austin, Texas. We have team members from Florida to Oregon and all points in-between. Take pride in your work knowing that it shapes how people all across the country reach their goal of starting, running, and growing their business.  

If the idea of helping people and working with a genuinely caring, supportive team excites you, then you’ve come to the right place.

The Role

We are seeking a dynamic and proactive Staff Product Manager to join our Business Systems team, focusing on solutions that drive success for our internal customer support stakeholders. In this role, you’ll take full ownership of the strategic planning and execution for a suite of internal tools and automation solutions, leveraging the best technologies to optimize customer support processes and enhance self-service capabilities.

You will work closely with cross-functional teams, including engineering, design, and external vendors, to integrate third-party tools such as Salesforce and AI-driven call center solutions that improve containment and operational efficiency. Your ability to utilize data, automation, and AI will be essential in creating a seamless and effective customer experience while continuously innovating to meet evolving business needs.

This role is ideal for a results-oriented product manager who is passionate about using technology to drive measurable impact, improve internal efficiencies, and enhance the employee and customer journey. The role is remote.

Responsibilities

• Define and execute the product roadmap for Customer Success within Business Systems, focusing on operational efficiency and customer satisfaction.
• Leverage third-party solutions (e.g., Salesforce, telephony, chat solutions, RPA, AI) to enhance customer and internal user experiences.
• Conduct needs analyses through data reviews and user feedback to recommend strategic tools for best-in-class customer care.
• Research market trends, technology, and competitors in customer support to inform strategy.
• Foster a feedback loop with other product teams to improve customer and user experiences.
• Utilize AI insights to enhance containment strategies in customer support.
• Support the rollout of tools and processes to optimize customer service and drive self-service adoption through tools assessments, RFPs, and demos.
• Monitor customer adoption and satisfaction with new features, focusing on operational gains.
• Lead continuous improvement within the product lifecycle, identifying efficiency and cost savings opportunities.
• Work closely with internal customer success stakeholders to identify pain points and opportunities for innovation.
• Collaborate with engineering, design, and third-party vendors to integrate and optimize third-party tools that meet business needs.
• Leverage data and analytics to assess and continuously improve product performance, customer satisfaction, and system efficiencies.
• Communicate effectively and manage expectations with key stakeholders, including senior leadership, customer success teams, and external partners, to align product goals and progress.

Qualifications

• 8+ years of experience leading product initiatives for customer support systems that drive operational efficiency and customer satisfaction. 
• Extensive experience in leading product development teams with accountability for multiple products and diverse customer journeys.
• Excellent stakeholder management skills. 
• Ability to ruthlessly prioritize the highest value work. 
• Experience working on internal stakeholder solutions.
• Passionate about using technology to delight internal and external customers.
• Experience with AI-powered customer support tools and automation technologies.
• Track record of successfully leading Agile scrum teams to deliver software frequently and on time.
• Hands-on familiarity with call center containment data and understanding of how to use metrics to reduce friction and increase adoption.
• Forward-thinking mindset, committed to developing product offerings that meet and exceed customer expectations.

Bonus Qualifications

• Start-up Experience: Ability to adapt and contribute in fast-paced, agile environments.
• Salesforce: Familiari