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Current vacancies

Product Manager - Customer Engagement

Boston, MAProductPermanent (Full-Time)Customer Experience

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

We need a Product Manager (Customer Engagement) to join us in Boston.

As a team we’re responsible for increasing customer lifetime revenue and satisfaction. At Simply Business, our product vision is "Insurance redefined – simpler, smarter and always on the side of small business”. As our customers, small business owners and landlords can expect to manage their insurance quickly and easily, online or offline. As we learn more about our customers, we can give them the user experience they need, and ensure their cover grows with their business. This requires internal and external collaboration, across multiple product areas, commercial and marketing teams.

As a Product Manager you’ll:

  • be a champion for our customers, always pushing for the best service, the clearest communications and the most satisfying experiences, with the aim of forming long lasting relationships and greater lifetime value
  • work with the head of product and the customer lifecycle product managers to understand problems and opportunities, and underlying assumptions to explore
  • lead a product team of software engineers ensuring they have a clear mission, vision and focus
  • own the backlog and share responsibility for delivery with the engineering lead
  • take a global view of customer engagement, understanding each market, tailoring your approach, and recognising where opportunities in one market could benefit another

In this role you will:

  • work with customer experience and data analysis experts to understand product opportunities, improve customer satisfaction, and to find and test assumptions and solutions
  • identify opportunities, communicate changes and prioritise requests while working with key stakeholders across marketing, insurance product, operations and finance 
  • become an expert in key lifecycle metrics for customer engagement, identifying areas of biggest impact, articulating needs and expectations of business stakeholders, and contextualising those with trends in user behaviour and data analysis

Responsibilities include:

  • understanding the business landscape for customer success, owning and prioritising a backlog of opportunities, and driving the right pace of progress 
  • acting as a product discovery expert and collaborating with subject-matter experts across the UK and US to identify and validate product growth opportunities
  • taking a data-driven approach and learning to work with various experimental techniques to ultimately formulate a product roadmap for the area
  • developing stakeholder relationships as you cooperate with business owners on strategic initiatives
  • developing a good technical understanding to deliver work efficiently and cost-effectively, whilst embracing ambiguity
  • communicating to engineering and product teams why we’re delivering changes, citing understanding of the market, competitors, data, and customer needs
  • working with product managers to prioritise opportunities and to track and report on progress

What we're looking for:

  • an expert in product discovery, data, experimentation and the Build-Measure-Learn (BML) cycle
  • someone with humility and empathy, who’s comfortable with ambiguity and excited to learn
  • an understanding of product principles, agile methodology, and the value of a lean philosophy
  • a collaborative approach to solving problems
  • a willingness to challenge existing approaches and ideas while knowing how to get the most out of people and teams
  • strong communication and interpersonal skills
  • a history of stakeholder management and decision making
  • resilience and a drive to deliver outcomes over output with a focus on the customer first
  • critical thinking and the ability to gather, process, synthesize and simplify complex information
  • ruthless prioritisation underpinned by strong risk management and value assessment skills
  • an appreciation of the complexity and power of software engineering
  • an ability to weigh costs against value delivered
  • the ability to command the respect of engineers and an understanding of technical best practices
  • experience working with engineers on software delivery using an Agile approach to deliver results at pace
  • experience facilitating and running group sessions or presenting to large groups 
  • experience in insurance or financial services (preferred) 
  • experience with successful customer satisfaction, service, subscription, membership or loyalty products (preferred)
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on parking and public transit costs
• 25 days of vacation time plus 10 sick days and 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person).  If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
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*Harborway Insurance policies are underwritten by Spinnaker Insurance Company and reinsured by Munich Re, an A+ (Superior) rated reinsurance carrier by A.M. Best. Harborway Insurance is a trade name of Simply Business, Inc., which is a licensed insurance producer in all 50 states and the District of Columbia.

© Copyright 2021 Simply Business. All Rights Reserved. Simply Business, Inc. is a licensed insurance producer in all U.S. States and the District of Columbia. Simply Business has its registered office at Simply Business, 1 Beacon Street, 15th Floor, Boston, MA, 02108. In the state of California, we operate under the name Simply Business Insurance Agency, Inc., License #0M20593. In the state of New York we operate under the name Simply Business Insurance Agency. In the state of Texas we operate under the name, U.S. Simply Business, Inc. For more information, please refer to our Privacy Policy and Terms & Conditions.