Principal Product Manager Care
Description
About LegalZoom
We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.
As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.
With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.
Remote-first
Since March 2020, our Zoomers have worked remotely and reported an overall better work-life balance with more time for family and personal wellness.
At the end of 2021, LegalZoom made the official commitment to being a remote-first company. Remote-first means that there is no expectation that Zoomers come into an office for a fixed number of days outside of those employees identified as essential onsite workers. While we remain a remote-first culture, our local offices have evolved as collaboration spaces for Zoomers to meet and engage in person.
This position will be (remote/or SF Bay Area, LA Metro,.
Overview
At LegalZoom, we are committed to delivering exceptional care and support to our customers. While our current product and care services meet the needs of many customers, there is an opportunity to significantly improve the experience, particularly for more complex orders. We receive over 1 million customer contacts per year, and we are always eager to find ways to better serve our customers without multiple contacts.
To address this challenge, we are seeking a dedicated and data-driven Principal Care Product Manager to lead our efforts in transforming our care services and products. This role requires someone with a profound understanding of what it means to productize care and a track record of successfully implementing data-backed strategies to enhance customer experiences.
You will
● Product Strategy: Develop and communicate a comprehensive product strategy for care services, aimed at eliminating repetitive and painful customer contacts, especially on complex orders.
● Data-Driven Insights: Utilize data analysis to gain deep insights into customer pain points, contact trends, and areas where care can be optimized.
● Cross-Functional Collaboration: Act as a bridge between the Care organization and the Product/Engineering organization, fostering collaboration to deliver innovative solutions.
● Service Scaling: Lead the development and execution of a care service strategy that scales efficiently while maintaining high-quality customer support.
● Accountability: Drive accountability across the organization to reduce the need for customers to contact us multiple times for the same issue.
● User-Centric Design: Ensure that care products and services are designed with a user-centric approach, optimizing usability and overall customer satisfaction.
● Product Roadmap: Create and maintain a product roadmap that outlines short-term and long-term goals, milestones, and timelines for improving care services.
● Quality Assurance: Establish and oversee quality assurance processes to ensure the delivery of high-quality care products and services.
● Compliance: Ensure that care products and services comply with relevant regulations and industry standards.
You have
● Bachelor's degree in a relevant field (e.g., Business, Marketing, Computer Science, Engineering).
● 7+ years of proven experience as a product manager, with a track record of delivering results against tangible cost and experience KPI’s
● Experience with customer care products or services.
● Exceptional leadership, communication, and interpersonal skills.
● Strong analytical and problem-solving abilities.
● Knowledge of agile product development methodologies.
● Ability to work in a fast-paced and collaborative environment.
● Demonstrated ability to drive product success and growth.
LegalZoom is a remote-first company and the national range for this role is ($126,000-$256,500). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical
○ Fringe lifestyle benefits up to $250
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.