Position : Product Manager - 100% Remote
Direct Client Requirement
Job Description
We are seeking a skilled and motivated Product Manager to own two strategic initiatives that directly impact customer engagement and digital revenue: Subscriptions and Chat Experience. The successful candidate will be responsible for scaling our subscription program turning an organic MVP into a predictable revenue driver while also enhancing the on-site chat experience to improve customer support deflection and self-service adoption. The candidate will work closely with engineering, design, marketing, CRM, and customer support teams to deliver measurable outcomes. This role is ideal for a PM who thrives on both growth-oriented product work (subscriptions) and customer experience optimization (chat).
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.
Customer-obsessed mindset: Experience conducting user research, analyzing support tickets, and translating customer pain points into product requirements.
Preferred
Experience in life science industry.
Familiarity with Salesforce (SFDC).
Experience with A/B testing and experimentation frameworks.
Knowledge of chat platforms (e.g., Zendesk, Intercom, Drift, or custom solutions).
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