Senior Product Manager -Onboarding, Growth & CX

Novo•New York, NY

22d

About The Position

This is a high-impact, senior-level product role that spans two critical surface areas of the Novo platform: the customer onboarding and growth experience, and the internal tooling and systems that power customer success. You’ll partner closely with business owners across both domains, serving as the connective tissue between customer-facing journeys and the operational backbone that supports them. On the Onboarding & Growth side, you'll focus on leading potential customers to Novo's "front door" and the following first 90 days of a customer's journey with Novo — from signup and KYC/KYB through early account activation, lifecycle engagement, and long-term retention. On the Customer Experience & Agentic Tooling side, you'll drive the strategy for next-generation AI-powered workflows and automation that enhance how our CS team delivers service — working in close partnership with Customer Operations, who owns the day-to-day agent tooling stack (Zendesk, telephony, copilot, etc.). This dual mandate requires a technically strong PM who can move fluidly between customer-facing product work and infrastructure-level systems thinking — someone who is deeply organized, thrives in ambiguity, and brings a data-driven, automation-first mindset to everything they build.

Requirements

7+ years in product management, with meaningful experience across onboarding/growth AND internal tooling or customer operations platforms.
Strong technical acumen and specifically, AI-first — you can go deep with engineers on system architecture, data models, and if needed, develop early proof of concepts.
Demonstrated experience building or implementing AI, automation, or agentic workflows in production environments.
Experience optimizing user onboarding funnels, conversion, and lifecycle engagement at scale.
Track record building internal tools or platforms that measurably improved operational efficiency.
Exceptional organizational skills — you bring structure to chaos and keep complex, multi-workstream initiatives on track.
Data fluency — you’re proficient with analytics, financial modeling, metrics definition, and iterative testing. You use data to make decisions and tell stories.
AI and automation mindset — you naturally look for opportunities to automate, leverage AI, and build scalable systems rather than manual processes.
Strong stakeholder management — you can navigate cross-functional complexity, align diverse teams, and drive alignment without authority.
Proficiency with AI and code-gen tools, with genuine enthusiasm for AI adoption across product and operations.

Nice To Haves

Familiarity with compliance-driven onboarding (KYC/KYB) in fintech is a plus.
Experience leading CRM or case management implementations is a plus.
Experience building products for small business banking or B2B fintech is a plus.

Responsibilities

Partner with the VP Growth Marketing to ideate and optimize growth loops, funnel conversion, and lifecycle engagement strategies that drive long-term retention and expansion.
Build the infrastructure to support targeted marketing, experimentation, and data-driven personalization across the customer journey.
Partner with compliance, engineering, design, and marketing to balance regulatory requirements with a seamless user experience.
Define and monitor KPIs for onboarding completion rates and additional high-value customer behaviors.
Drive the product strategy for AI-powered and agentic automation that enhances customer support — reducing time-to-resolution, increasing first-contact resolution, and scaling support capacity. You'll work in partnership with Customer Operations, who manages the current agent tooling stack (Zendesk, telephony, copilot, etc.).
Lead the in-flight CRM and case management platform implementation through to completion, ensuring it integrates seamlessly with existing workflows and sets the foundation for future tooling investments.
Translate customer experience data and pain points into internal tooling requirements that directly improve service quality and efficiency.
Build systems that surface the right context, at the right time, to the right agent — enabling faster, smarter decision-making.
Measure the success and impact of tools, projects, and initiatives you ship — tracking adoption, efficiency gains, and business outcomes rather than operational metrics alone.
Perform deep customer and competitive analysis to uncover underserved needs and positioning advantages.
Lead cross-functional execution: from discovery and requirements through delivery, iteration, and business outcomes.
Champion a culture of data fluency, experimentation, and continuous improvement across both product domains.