Group Product Manager, Customer Care Tools

The Farmer's Dog•New York, NY

6h•Onsite

About The Position

The Farmer's Dog is seeking a Group Product Manager to lead the Customer Care Tools and Intelligence (CCTI) pod. This role involves owning the strategy, roadmap, and execution for tools that empower Customer Care advisors to provide exceptional customer care, ultimately increasing customer acquisition and retention. The position also focuses on evolving these tools into a broader platform that powers consumer-facing experiences. This role requires a blend of technology, customer experience, and platform thinking, working closely with engineering, design, data, and the Customer Care organization. A key aspect of this role is the thoughtful and strategic use of AI and machine learning to address customer issues, resolve them faster, and build a scalable consumer platform. The Farmer's Dog emphasizes a "One Team" approach, aligning around shared goals rather than traditional departments. They are skeptical, customer-obsessed, and data-driven, focusing on impact and executing without assumption. The company values a customer journey perspective in all decisions and prioritizes solving problems holistically.

Requirements

8+ years of product management experience, with a track record of shipping tools and experiences that improved people's lives.
Experience empowering people, whether advisors or customers.
Ability to think in systems, not just features.
Customer-obsessed with a habit of talking to customers and advisors regularly.
Data-driven, comfortable with quantitative analysis and qualitative research.
AI-literate and clear-eyed about AI/LLM capabilities and limitations.
Experience making smart build/buy/integrate decisions.
Ability to thrive in ambiguity and turn long-term visions into actionable roadmaps.
Strong collaboration skills, bringing engineering, design, data, and customer care along.
Love for dogs.

Responsibilities

Own the CCT Pod Roadmap: Lead the Customer Care Tools pod, including defining, prioritizing, and delivering tooling that empowers advisors to resolve issues faster, more accurately, and with greater empathy.
Build With the Platform in Mind: Develop and execute against the CCT roadmap so that validated workflows and intelligence can scale directly to consumers, forming the foundation for tomorrow's customer experience.
Scale Customer Empathy: Ensure tools amplify advisor strengths like empathy and product knowledge, allowing them to focus more on critical customer needs.
Define and Drive the Consumer Experience Vision: Partner with cross-functional leadership to develop the roadmap for how internal tools evolve into consumer-facing experiences, including proactive outreach and guided flows.
Use Technology — Including AI — as a Tool, Not a Goal: Select the right technology solution for each problem, guiding the organization on the appropriate use of AI and LLMs.
Use Data to Drive Every Decision: Leverage quantitative and qualitative data to identify areas of leverage, design experiments, measure impact, and build a data foundation for smarter experiences.