Senior Product Manager (Growth)

TL;DR

Senior Product Manager (Growth): Driving the strategy and execution of user-facing Customer Support surfaces and internal agent tools with an accent on transforming the Help Center into a discovery-led product. Focus on leading a fundamental redesign of the platform to improve deflection rates, trial conversion, and retention.

Location: Hybrid role based in New York City

Salary: $153,500 – $247,250 USD

Company

Design-driven platform helping entrepreneurs build brands and businesses online through a suite of website, ecommerce, and marketing tools.

What you will do

• Define and own the Help Site strategy, including the Multi-Brand Help Center initiative to create a cohesive personalized experience.
• Lead a massive fundamental redesign of the support platform to drive quantifiable metrics.
• Manage a dedicated team of engineers and designers through the discovery-delivery cycle and iterative development.
• Act as the primary Product point of contact for Customer Operations (CustOps) and align diverse stakeholders.
• Develop new B2B support initiatives to improve trial conversion and retention for the B2B funnel.
• Shape the roadmap for internal agent-facing tools to improve support efficiency and agent experience.

Requirements

• 5+ years of experience in product management focusing on user-facing products, growth, or complex site redesigns.
• Must be based in or able to work from the New York City office (Hybrid).
• Strong understanding of modern product discovery and ability to lead empowered teams from vague objectives to development.
• Experience leveraging AI tools to support, personalize, and scale user self-service.
• Proven track record of stakeholder management across technical engineering and operational leadership.
• Ability to manage roadmap complexity and make clear prioritization calls in a high-volume environment.

Nice to have

• Specific experience in operations, support enablement, or program management.

Culture & Benefits

• Comprehensive medical plans with an option for 100% covered premiums.
• Retirement benefits with employer match and flexible paid time off.
• 12 weeks of paid parental and family care leave.
• Education reimbursement and employee donation matching.
• Dog-friendly NYC office featuring free lunch, snacks, and a private rooftop.
• Unique perks like Hack week twice per year and Headspace subscription.