• Monetization Strategy: Launch a unified pricing and packaging framework that supports tiered subscriptions, add-ons, and dynamic bundling. • Checkout Revolution: Re-architect the checkout flow to reduce friction, resulting in a measurable lift in conversion and attach rates. • Subscription Lifecycle: Implement a robust "Member Center" allowing entrepreneurs to manage, upgrade, and renew services with zero-touch support. • Experimentation Engine: Partner with Platform Engineering to run weekly A/B tests on pricing, promotions, and upsell triggers. • Revenue Operations: Ensure 100% data integrity between commerce events and financial reporting systems. • AI-Driven Commerce: Deploy AI-powered recommendations in the purchase flow to increase average order value (AOV) based on user intent.

• Drive development of product strategy and associated roadmaps working in conjunction with product leaders, business stakeholders and development teams • Build hypotheses and define scope to meet product goals and KPIs • Analyze product and business data to create data-driven insights and drive iterative development • Create a positive team member experience • Be responsible for direct interaction with business and technical stakeholders, including, but not limited to, eliciting comprehensive functional and technical requirements, use cases, and recommending appropriate solutions • Collaborate with business analysts and technical team to create user stories, requirements and functional specifications for development • Collaborate with User experience team to design user interface and user flows where needed • Work with development team to estimate work and execute against plan and own and maintain an organized product backlog • Work with Development, QA, and Production Support teams to communicate, verify, and test the desired functionality changes • Facilitates cross-functional design sessions and workshops

• Act as the primary interface between customers and the organization • Maintain regular communication with customers, including status calls and alignment meetings • Translate customer questions, requests, and complaints into clear, actionable solutions • Represent the company towards customers during service escalations • Daily interaction with service providers and their teams • Monitoring and analysis of KPIs and service metrics • Supporting the resolution of complex or escalated provider-related issues • Acting as a single point of contact (SPOC) between customers and providers • Manage financial aspects, including budget-based forecasting • Participate in incident management calls at management level when required • Fulfil change supervisor duties (INP), planned approximately once per month • Prepare analyses, reports, and action plans for management • Coordinate and align activities with other organizational units (e.g. Tribe Leads, Chapter Leads, SRE, Service and Delivery roles) • Ensure effective communication and alignment between internal and external stakeholders • Lead and manage dynamically organized squads (typically 8–10 members) • Take end-to-end responsibility for the performance and results of the squads • Ensure the stability, reliability, and efficiency of IT services and infrastructure • Conduct regular one-on-one meetings and performance reviews to support team development • Foster a collaborative, inclusive, and high-performing team culture • Ensure adherence to Agile principles and ways of working • Promote continuous improvement through feedback and retrospectives • Assign the right team members to incidents, change requests, and service requests based on skills and expertise • Monitor operational KPIs and service levels • Provide technical guidance and support, ensuring best practices in system administration, networking, and security • Support architectural design and review of infrastructure solutions • Stay up to date with emerging technologies and industry trends • Act as the main point of contact between the squad and other stakeholders (e.g. Product Owners, other squads, senior management) • Communicate progress, risks, and solutions clearly to all relevant stakeholders • Work closely with other IT teams and Product Owners to align squad activities with business objectives

About Bizee Bizee (formerly Incfile) has helped over 1 million entrepreneurs start and run their businesses. We're transforming from a transaction-focused formation business to an AI-powered operating system for entrepreneurs. We champion the everyday entrepreneur. We believe in self-determination, grit, and earned success. No fluff, no jargon, no pretense. We work hard, ship fast, and let our products speak for themselves. We're looking for product leaders who share these values and want to build the customer-facing operating system that powers the next generation of American businesses. What Makes Working Here Different - AI-Native Product Management: AI isn't a bolt-on; it’s our core. You'll leverage AI to personalize customer-facing experiences and automate retention-driving journeys. - High Agency, High Impact: You own the customer experience roadmap. We don't do "feature requests" from the top down; you identify the levers that drive customer satisfaction and long-term retention. - Greenfield Opportunity: We're rebuilding our customer experience stack. You’ll define the strategy for how entrepreneurs experience, use, and continue to gain value from their business services. The Role As the Principal Product Manager for Customer Experience, you own the value and retention engine of the Bizee operating system. You will define the strategy and execution for the end-to-end customer journey, post-purchase onboarding, service consumption, and subscription retention programs. This is not a "requirements gatherer" role. You are a business-minded product leader who understands customer psychology and service design. You will partner deeply with Engineering to build flexible, scalable customer experiences that enable rapid experimentation. You'll lead a cross-functional squad while influencing the broader executive team on customer success and value delivery strategy. What You'll Deliver - Customer Value Framework: Launch a unified framework to measure and increase customer value perception, driving service engagement. - Post-Purchase Experience: Re-architect the onboarding and initial service consumption flow to ensure high adoption and measurable reduction in early churn. - Subscription Retention: Implement a robust, proactive "Member Center" experience that empowers entrepreneurs to manage their services, recognize value, and reduces active and passive churn. - Customer Journey Optimization: Partner with Platform Engineering to run weekly A/B tests on onboarding steps, in-app support, and proactive retention triggers. - Customer Health Metrics: Ensure 100% data integrity between customer actions (engagement, support tickets, usage) and our Customer Health Score reporting systems. - AI-Driven Personalization: Deploy AI-powered personalization throughout the in-app experience to surface relevant service usage tips and proactive support, increasing long-term engagement.