• Own the global payments roadmap and strategy across authorization, routing, retries, tokenization, chargebacks/disputes, and refunds/partial captures, with clear KPIs for conversion, cost, latency, and reliability. • Design and scale a multi-PSP platform, including smart routing, failover, experimentation frameworks, and performance monitoring to continuously improve auth rates and reduce processing costs. • Expand payment methods in the US and internationally, including wallets, local payment methods, EBT SNAP, HSA/FSA, and other emerging options, ensuring compliance with regional and network requirements. • Partner closely with engineering (working with approximately 10–20 engineers) to define PRDs, scope systems, manage delivery timelines, and uphold high standards for availability, security, and PCI compliance. • Collaborate across Platform, Fraud, Order Management, Loyalty, Pricing/Discounting, Shopper (for payouts), and Instacart+ (for subscriptions) to support nuanced flows like post-order changes, substitutions, partial captures, and disbursements. • Manage external relationships with PSPs and card networks—driving performance reviews, negotiating favorable terms, running vendor evaluations, and ensuring SLAs and compliance are consistently met.

• Define and complete the global product strategy and roadmap for assigned lab automation platforms • Collaborate closely with R&D, engineering, and cross-functional teams to translate market requirements into detailed product specifications and drive successful new product introductions (NPIs) • Carry out comprehensive market research, customer segmentation, and competitive analysis to uncover opportunities and threats • Acquire and combine voice-of-customer (VOC) insights to support product development and portfolio decisions • Build comprehensive arguments for new product initiatives, including financial projections, return on investment analysis, and risk assessments to secure investment and prioritization • Build positive relationships and collaborate effectively with internal collaborators across R&D, Manufacturing, Regulatory, Quality, Sales, Marketing, and Service teams • Represent BD as a subject matter expert in lab automation at industry conferences, customer meetings, and internal forums, articulating product value and strategic vision • Observe product outcomes, market developments, and rival activities to discover opportunities for portfolio refinement, improvements, and rationalizations

• Translate outcome-based strategy into product initiatives • Own product execution end-to-end • Collaborate with engineering leads on scope and milestones • Manage dependencies across different systems

About the role We’re hiring a Product Manager, Platform & Customer Operations to own the backend systems that power Rhythm’s post‑enrollment customer experience. You’ll be responsible for the internal platforms that keep our business running every day: CRM, account management tools, billing and payments, pricing deployment, and the integrations that connect them. This role sits at the intersection of Product, Operations, Customer Care, Finance, Commercial, Engineering, and Data. You’ll ensure that the systems behind the scenes are reliable, scalable, and intuitive for the teams who use them, so our customers experience accurate bills, smooth account changes, and responsive service. You’ll report into our product organization and be the primary product partner for our Head of Operations and backend/billing engineering leads. While another product manager focuses on growth and acquisition, you’ll be the go‑to owner for servicing and revenue‑critical platforms once customers are live. You might be a great fit if: - You’ve owned a CRM, billing, payments, or internal servicing system and love making internal users’ lives easier. - You enjoy pairing with engineers on APIs, data flows, and failure modes as much as you enjoy roadmapping with operations and finance. - You get genuine satisfaction from shaving minutes off support workflows and eliminating edge‑case billing bugs. What you’ll do - Own the product vision and roadmap for Rhythm’s platform and customer operations stack: CRM, account management tools, billing and payments systems, pricing deployment tooling, and key third‑party integrations. - Translate business and operational needs into clear PRDs, technical specifications, workflows, and implementation guides that engineering and operations teams can execute on. - Manage the full software development lifecycle for your area: discovery, scoping, prioritization, sprint planning, QA, launch, and post‑launch iteration. - Partner with Operations and Customer Care to turn servicing and lifecycle insights into product improvements that reduce friction, lower handle time, and increase customer satisfaction. - Lead product delivery for: - - CRM and account tools used to manage active customer accounts and day‑to‑day servicing. - Billing and payments workflows, including invoicing, adjustments, credits, and collections in partnership with Finance and Operations. - Pricing and rate‑change tooling used by Operations and Commercial teams for plan setup and changes. - Drive development and optimization of integrations between our internal systems and external partners/platforms, ensuring data flows are accurate, observable, and resilient. - Use SQL and analytics tools to: pull your own data, monitor KPIs across the post‑enrollment lifecycle (e.g., billing accuracy, failed payment rates, time‑to‑resolve, cost to serve, NPS/CSAT), and size and prioritize opportunities. - Identify and deliver automation and tooling that remove manual work, reduce error rates, and improve the internal UX of Operations, Customer Care, and Finance teams. - Establish strong communication rhythms with stakeholders—regular updates, clear trade‑off discussions, and crisp narratives around problem, solution, and impact. What you’ll bring - 2–5+ years of product management or product owner experience, including owning roadmaps and shipping features in B2B SaaS, internal tools, platform, or operations‑focused products. - Proven success owning complex backend or internal systems that support customer lifecycle servicing (e.g., CRM, billing, payments, account management, support tooling, or similar operational platforms). - Strong SQL skills and comfort working directly with data (e.g., Snowflake, Postgres, BigQuery) to validate hypotheses, define KPIs, and measure impact. - Experience working closely with backend engineering teams to design APIs, data models, and system behavior, and to ship high‑reliability features where correctness and data integrity really matter. - Exceptional stakeholder and business communication skills: you can speak the language of Operations, Customer Care, Finance, Commercial, and Engineering, and keep everyone aligned through trade‑offs and change. - Ability to untangle complex systems and workflows and turn them into clear, usable product solutions; you think in systems while caring deeply about UX for internal users. - Familiarity with CRM platforms (e.g., Salesforce or similar), billing/payments providers, and third‑party integrations is a plus; deep expertise can be learned if you bring strong product and communication fundamentals. - Background in industries with ongoing customer servicing and lifecycle management (e.g., energy, fintech, telecom, insurance, B2B SaaS) is preferred; energy domain knowledge is a nice‑to‑have, not a requirement. What success looks like Within your first 12–18 months, success in this role will look like: - Reliable, stable platforms: Our billing, pricing, CRM, and servicing systems run with high stability and data integrity, with fewer incidents and smoother account‑level changes. - Better visibility and instrumentation: Key lifecycle and operational metrics are well‑instrumented, easy to access, and actively used by Product, Operations, Customer Care, Finance, and Commercial teams. - High‑quality delivery: You consistently ship well‑scoped, well‑documented initiatives on time, with clear PRDs, disciplined scope management, and strong alignment across stakeholders. - Operational efficiency gains: Measurable reductions in manual work, error rates, and time‑to‑resolve for Operations and Customer Care, driven by better tooling and automation. - Improved customer outcomes: Upward trends in customer satisfaction and servicing quality for post‑enrollment experiences, including billing and account management. - Lower cost to serve: Our systems and workflows scale with our growth, allowing us to serve more customers without a linear increase in operational effort. What you’ll love - Our culture. We’re friendly, transparent, and love to innovate together. - Flexible work‑life balance. We embrace a mix of working remote and from the office. - Professional development opportunities. We love to grow together and support your learning. - A chance to make a difference. We’re a sustainably driven company rethinking what’s possible in energy. - Competitive compensation. We reward performance with annual bonuses and salary increases. - Health benefits. Unlimited paid vacation and premium private medical insurance for you and your family.