Product Manager - Alia

Dotdigital•Jacksonville, IL

10d•Remote

About The Position

This role owns the end-to-end experience for self-serve merchants using Alia, a popup and engagement platform built for Shopify and e-commerce brands. The goal is to ensure these merchants achieve the same results as managed clients without direct human intervention. This involves understanding merchant pain points, churn reasons, and upgrade triggers, and then building scalable product solutions. The Product Manager will collaborate with Engineering, Design, Customer Success, Support, and Onboarding teams to translate customer success playbooks into accessible product experiences. As one of the first two product hires, this role will be instrumental in building the product function from the ground up, including establishing processes for planning, prioritization, requirements writing, and results measurement. The position reports directly to the Chief Customer Officer, ensuring close proximity to merchants, customer-facing teams, and company leadership.

Requirements

4+ years of product management experience, ideally in B2B SaaS with a self-serve or product-led growth motion.
A track record of improving activation, retention, or conversion metrics through shipped product work.
Strong analytical skills. You are comfortable pulling your own data, defining metrics, and building a case with numbers.
Experience designing onboarding flows, in-app guidance, or lifecycle experiences for users who never speak to a human.
The ability to work across functions and earn trust with Engineering, Design, and customer-facing teams.
Comfort operating without established process, and the judgment to build only as much process as the team needs.
Clear, direct written and verbal communication.

Nice To Haves

Experience in e-commerce, Shopify apps, email and SMS marketing, or conversion rate optimization.
Familiarity with experimentation platforms and product analytics tools.
Experience as an early PM at a startup.

Responsibilities

Own the product roadmap for merchants on unmanaged plans, from signup and onboarding through activation, retention, and expansion.
Define and track the metrics that matter for this segment, including activation rate, time to first live campaign, list growth, retention, and upgrade conversion.
Identify the highest-impact friction points in the self-serve journey using product analytics, support ticket trends, session data, and direct merchant conversations.
Productize the expertise of our CSM team by translating proven campaign strategies, testing approaches, and optimization tactics into in-app guidance, templates, recommendations, and automation.
Partner with Support and Onboarding to reduce ticket volume through better product design, clearer in-app education, and smarter defaults.
Run experiments on onboarding flows, in-app messaging, and feature discovery, and make decisions based on the results.
Write clear product requirements and work with Engineering and Design from discovery through launch.
Collaborate with Marketing and Revenue teams on upgrade paths, pricing presentation, and lifecycle communication for self-serve merchants.
Help define how product management works at Alia, including planning, prioritization, and requirements processes.