Product Manager

Key Responsibilities:
Subscriptions (60% of focus)
Own the subscription roadmap: Define and execute the product strategy for scaling our subscription program, prioritizing features based on customer needs and business impact.
Reduce churn: Lead the development of essential subscription management features, including pause, modify frequency, and address/billing updates.
Improve discovery: Work with engineering and design to add subscription options to PDPs, cart, and checkout flows, ensuring top SKUs have clear visibility.
Optimize conversion: Align with pricing regarding subscription incentive structures, A/B test messaging, and placement to maximize adoption.
Analyze performance: Track key metrics including new subscriptions, retention rates, churn reasons, and revenue impact. Use data to inform prioritization.
Partner with marketing: Collaborate on launch campaigns, email nurturing, and customer communications to drive awareness.
Chat Experience (40% of focus)
Own the chat roadmap: Manage the on-site chat experience, including bot-led flows, agent handoff, and post-chat follow-up.
Deflect support contacts: Identify common customer inquiries (order status, document access, account questions) and design chat flows that resolve issues without agent intervention.
Improve customer satisfaction: Optimize chat response times, routing logic, and agent tools to increase CSAT and reduce abandonment.
Measure and iterate: Track deflection rates, handle times, customer satisfaction, and escalation volume. Use insights to continuously improve.
Qualifications:
3+ years of product management experience, preferably in e-commerce, B2B SaaS, or customer-facing digital products.
Experience with subscription business models (B2B or B2C), including understanding of recurring billing, retention mechanics, and churn reduction strategies.
Experience with chat or conversational AI products, including bot flows, agent tools, and performance measurement.
Strong background in agile product delivery methodologies.
Data-driven decision-making: Proficient in analyzing product metrics (conversion, retention, deflection).
Cross-functional collaboration: Proven ability to work with engineering, design, marketing, CRM, and customer support teams to ship high-quality features.