Senior Product Manager, DIFM - Concierge

LegalZoom•Austin, TX

60d•Remote

About The Position

LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you're ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can't wait to meet you. We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more. This is a Senior Product Manager role focused on ensuring that customers who choose LegalZoom's Do-It-For-Me (DIFM) offerings are paired with the right services and see clear value from their experience. You'll own end-to-end product strategy and execution for initiatives that improve customer satisfaction (NPS), service utilization, and alignment between customer intent and product entitlement. This work includes both the refinement of existing DIFM offerings and the launch of new ones. You are a seasoned, autonomous product leader who thrives in ambiguity, connects deep customer insights to business outcomes, and aligns cross-functional teams to deliver cohesive, high-impact service experiences.As a Senior Product Manager, SMB Fulfillment, you will be responsible for the end-to-end product strategy and execution of initiatives that enhance the customer experience for LegalZoom's Do-It-For-Me (DIFM) offerings. This includes refining existing offerings and launching new ones, with the goal of improving customer satisfaction (NPS), service utilization, and alignment between customer intent and product entitlement.

Requirements

5+ years of product management experience, including service or fulfillment-driven products that required alignment beyond the core product/design/engineering triad
Proven ability to define customer needs through interviews and data, and translate those insights into measurable product improvements
Demonstrated ownership of strategy and delivery for a complex, high-impact area, ideally with customer service or operations dimensions
Experience influencing cross-functional stakeholders and driving alignment in ambiguous problem spaces
Strong written and verbal communication skills, with an ability to tailor messaging across levels and functions
A passion for customer-centricity, operational design, and continuous learning through iteration
A bias toward action and a track record of delivering value quickly, then improving through feedback and insight

Responsibilities

Lead the end-to-end product strategy and roadmap for improving satisfaction, engagement and cross-selling across DIFM offerings
Identify and close experience gaps between customer expectations, product messaging, and actual service delivery
Champion the voice of the customer in every conversation and ensure DIFM experiences feel supportive, proactive, and trustworthy
Define success metrics and work across engineering, design, fulfillment, legal, marketing, and CX to build and scale holistic solutions
Partner closely with operations and legal stakeholders to balance business constraints with great customer outcomes
Drive initiatives independently from discovery through delivery, shaping team priorities with minimal oversight
Navigate ambiguity, communicate with clarity, and balance fast wins with long-term product- market fit evolution
Influence stakeholders and cross-functional teams around shared goals and execution plans