At Hi Marley, the business problem is to revolutionize the insurance industry with a conversational platform that makes communication simple, efficient, and delightful, specifically by launching and evolving an AI-first solution for insurance carrier Service teams to enable policyholders to reach out to a single, trusted contact for any service need and receive an instant, empathetic, and helpful response.
Requirements
- 4+ years of product management experience in SaaS, with experience in B2B or B2B2C products
- Experience bringing new products to market (0 to 1)
- Experience designing and launching generative AI-powered features, ideally AI agents, and stays current on latest evolutions in the AI space
- Contact center, customer support, or insurance experience is a plus but not required
- Ability to gather qualitative and quantitative feedback and use it to quickly iterate on both the product and existing strategic assumptions
- Excellent communication skills. Able to articulate tradeoffs, synthesize complexity, and align diverse stakeholders.
Responsibilities
- Own the Policyholder Service product from vision to reality: Drive the end-to-end roadmap for Hi Marley's Policyholder Service product, from design partner pilots through general availability and beyond.
- Rethink the existing Service experience: New technology creates an opportunity for new solutions to existing problems. You'll design and ship AI-powered workflows that authenticate policyholders, triage intents, and resolve the most common service and billing inquiries without human intervention—while providing smart handoffs for complex cases.
- Measure what matters: Define and track success metrics that serve to help improve the product and, in the long-term, drive us towards a clear, outcome-based pricing model.
- Stay ridiculously close to the customer: Work directly with Heads of Service, digital/customer experience leaders, and frontline reps at design partners and early adopters to validate use cases, pressure-test automation, and shape long-term product strategy.
- Drive execution across teams: Champion the product from initial engineering all the way to market. Collaborate with design and engineering on scoping, building, and testing. Lead cross-functional execution with Customer Success, Support, Sales, and Marketing to ensure successful launches and adoption.
- Ensure every product interaction builds trust: At every stage of the product lifecycle ensure that we are building a product that instills trust in each person that interacts with it, from the policyholder with the service inquiry to the team enabling the product at the carrier.
Other
- 4+ years of product management experience
- Self-starter that thrives in the ambiguity associated with bringing something new to market
- Attention to detail, and accountability for delivering high-quality, reliable user experiences.
- A fun, lively startup culture that embraces creativity and innovation
- Core values-based leadership that guides our decision-making and daily interactions
