What you'll do...
As a Senior Product Manager – Client Advisory Experience in the Small Business Products team, you’ll own the product experience for how small businesses get expert assistance when they need it—whether through digital tools or human experiences. This isn’t about just adding chatbots but understanding what deep client problems are and figuring out how technology and people can solve it together. We offer a supportive and collaborative hybrid work environment with opportunities for career growth and professional development.
Day to day, you'll...
- You’ll spend time understanding what problems small business owners face when they need assistance, what solutions work, and how to delight clients with those experiences
- You’ll spend a lot of time deep in product discovery and validation focusing on customer research, interviews, and validating assumptions
- You’ll build business cases that connect customer problems to business impact to guide peers and leaders on why something matters to our clients and what happens if we build it (or don’t)
- You’ll work with our field service teams to understand how human interactions work today, where technology could help (or get in the way), and how to design experiences that make teams more effective
- You’ll work with technical teams who want to solve problems and ensure they are laser focused on solving the right problems
- You’ll need enough technical acumen to ask the hard questions and push back when needed when it comes to subjects like data architecture, artificial intelligence, and integrations
- You’ll translate between worlds—helping our engineers understand customer context, helping business partners understand technical constraints, and helping everyone focus on outcomes instead of outputs
- This means roadmaps, priorities, and the usual product craft that is grounded in customer value
- You’ll bring judgment to know when AI/ML makes sense and when it doesn’t
- You’ve built enough products to recognize when technology is solving a real problem versus when it’s just creating new ones
- Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience
- 5+ years of experience in senior customer-centric product management roles focused on external client experience delivery
- Deep experience with the product craft—you know how to run discovery, validate ideas, prioritize based on impact, and work through execution without losing sight of why you’re building something
- You’ve built products where success meant changing behavior, not just launching features
- Experience and technical understanding to have conversations with engineers and data scientists to understand what’s feasible, what’s expensive, and how it aligns to customer needs
- Experience designing for in-person and human interactions, not just digital ones
- You’ll understand that sometimes the best product solution involves training, process change, or better tools for people, not eliminating the people entirely
- Comfort with ambiguity and incomplete information
- You can make decisions, move forward, and correct course when you learn more
- You can make progress without perfection
- Master of Business Administration or Finance degree
- Experience building human and digital experiences using artificial intelligence, including machine learning and generative AI
- A general understanding of AI model design, measurements, and best practices
