second-nature - Senior Product Manager

• PRODUCT STRATEGY & ROADMAP • Define and maintain the product vision, strategy, and roadmap for Command Center, anchored to reducing operational cost and complexity. • Prioritize platform investments by balancing business impact, team enablement, and speed of delivery for other domains building on the platform. • Use data (usage patterns, error/exception rates, cycle times, adoption curves) as a first-class input to roadmap decisions, not just qualitative stakeholder input. • Core Workflow Ownership • Own the core customer onboarding, activation, and enrollment management workflows end to end. • Set the platform, UX, and architectural standards that let other domain teams (RO, GRI, PAS, and others) build and ship their own workflow tools on Command Center rapidly and consistently. • Cross-Functional Partnership • Work closely with Sales/RevOps, CSM, Onboarding & Implementation, CX (Support), and Data/Enrollment Management teams to understand their day-to-day workflow needs and pain points, and translate them into product requirements. • Partner broadly across the Product & Technology org to keep Command Center coordinated with, rather than duplicative of, other teams' workflow efforts. • Execution, Metrics & Modern Delivery • Lead the end-to-end lifecycle of Command Center initiatives, from discovery through rollout and iteration. • Track and report on adoption, efficiency, and OpEx/NR impact of workflow improvements, grounded in real data rather than anecdote. • Champion practical use of AI tooling across the product development lifecycle - from discovery and spec-writing to prototyping and QA - to help the team move faster without sacrificing rigor.