Onboarding Product Manager

Hatch Ltd.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Hatch is at the forefront of revolutionizing customer service for service-based businesses by leveraging cutting-edge AI. We build AI Customer Service Representatives that seamlessly manage communications across SMS, email, and voice, operating 24/7. Our innovative solutions have already driven over $5 billion in revenue for sectors like home services and healthcare, ensuring that no lead is missed and every customer interaction is handled efficiently.
• We are seeking a highly motivated and experienced Product Manager to take ownership of the critical onboarding and self-service experience for our new customers. This role is pivotal in our mission to dramatically reduce the time it takes for customers to realize value from Hatch, empowering them to configure, launch, and optimize their AI agents independently, thereby minimizing their reliance on our support teams.
• As the Product Manager for Onboarding and Self-Service, you will be instrumental in shaping the tools and processes that transform the complex setup of AI agents into a guided, intuitive, and user-friendly experience. Your primary focus will be on designing and implementing features that enable customers, regardless of their technical background, to successfully integrate and utilize Hatch's AI capabilities.
• **Self-Serve Configuration & Setup:** You will design and develop guided user experiences that empower customers to easily configure and customize their AI agents. This includes creating intuitive templates, intelligent wizards, and sensible defaults that can be scaled across a diverse range of use cases and industries. A key aspect of this will be building robust guardrails and validation mechanisms to ensure reliable outcomes and minimize the potential for user error, making the setup process both efficient and effective.
• **Self-Serve Campaign & Workflow Tools:** You will be responsible for creating interfaces that allow customers to independently build, target, and launch marketing and customer engagement campaigns. This involves striking a delicate balance between providing powerful flexibility for advanced users and maintaining an approachable simplicity for beginners. The goal is to enable customers to leverage Hatch's capabilities for proactive outreach and automated workflows without requiring extensive technical assistance.
• **Transparency & Debugging Tools:** A crucial part of the self-service experience is enabling customers to understand how their AI agents are performing. You will build tools that provide clear insights into AI agent behavior, decision-making processes, and overall outcomes. Furthermore, you will develop self-service troubleshooting capabilities that empower customers to resolve common issues independently, thereby significantly reducing the burden on our customer support team.
• **Product Analytics & Instrumentation:** You will define, implement, and track key performance indicators (KPIs) related to customer activation, engagement, and retention within the onboarding and self-service flows. Your role will involve surfacing actionable insights from this data to inform product strategy, prioritize development efforts, and rigorously measure the impact of self-service improvements on customer success and business outcomes.
• **Cross-Functional Collaboration:** You will work closely with engineering, design, marketing, sales, and customer success teams to ensure a cohesive and effective customer journey from initial signup through to successful ongoing utilization of the Hatch platform. Your insights will be critical in shaping the overall product roadmap and ensuring that the needs of new and existing customers are met.
• **User Empathy & Simplification:** A core tenet of this role is deep empathy for non-technical users. You will be expected to translate complex AI functionalities into simple, understandable, and actionable features, focusing on simplifying complexity rather than exposing it to the end-user. This user-centric approach will be paramount in driving adoption and satisfaction.
• **Data-Driven Decision Making:** You will leverage strong product analytics skills to instrument everything and let data guide your decisions. This involves not only tracking metrics but also conducting user research and A/B testing to validate hypotheses and optimize the self-service experience continuously.
• **Strategic Impact:** This is a high-visibility role where your work will directly impact how thousands of businesses experience Hatch for the first time. The success of our customer onboarding and self-service capabilities is a company-wide priority, offering a significant opportunity to influence Hatch's growth and market position.
• **Balancing Power and Simplicity:** You will constantly navigate the challenge of making a powerful product accessible and easy to use, ensuring that both novice and expert users can achieve their desired outcomes efficiently and effectively.

🎯 Requirements

• 4+ years of product management experience, with a strong preference for experience in onboarding, growth, or self-service product areas within a B2B SaaS environment.
• Proven experience in building and launching configuration tools, wizards, or no-code/low-code interfaces that empower non-technical users.
• Deep empathy for non-technical users and a demonstrated ability to simplify complex technical concepts into intuitive user experiences.
• Strong product analytics skills, with a track record of instrumenting products, defining key metrics, and using data to drive product decisions and measure impact.
• Experience in reducing time-to-value or improving activation metrics for customers at a B2B SaaS company.
• Ability to balance the need for powerful functionality with the imperative to maintain simplicity and ease of use.

🏖️ Benefits

• Directly impact how thousands of businesses experience Hatch for the first time, contributing to company growth and customer success.
• High-visibility role where your work on onboarding and self-service is a company priority, offering significant influence and recognition.
• Competitive compensation package, with a salary range of $104,000 - $269,000 annually, plus potential for bonus and restricted stock units.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Opportunity to work in a dynamic and innovative startup environment with a talented and passionate team.
• Hybrid work model with a requirement to be in NYC, with office presence in SOHO, offering flexibility and collaboration.

Skills & Technologies

Product Management

Remote

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Hatch Ltd.

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About Hatch Ltd.

Hatch is a global, multidisciplinary management, engineering, and professional services company. They offer a comprehensive suite of services across the project lifecycle, from concept and feasibility studies to design, construction, and operation. Hatch specializes in the mining, metals, energy, and infrastructure sectors, providing innovative solutions to complex challenges. Their expertise includes project management, engineering design, environmental consulting, and digital transformation. With a focus on sustainability and client collaboration, Hatch aims to deliver safe, efficient, and responsible projects that create lasting value for their clients and the communities they serve. They are committed to leveraging technology and deep industry knowledge to drive progress and shape a better future.

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