Senior Tool Product Manager

About Rocket Lawyer
We believe everyone deserves access to affordable and simple legal services.
Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered.
We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge!
About the Role
Today, Rocket Lawyer’s Operations team uses Salesforce (SFDC) as a Customer Relationship Management (CRM) tool intended to be the single source of truth for the customer lifecycle and all customer requests we need to fulfill according to our SLA commitments.
We are looking for a Senior Product Manager to join our global Product team to work with our world-class Operations teams to help us to own and continuously improve our Sales and Operations tools, including our CRM, sales automation, billing and fulfillment tools to meet our growing demand across all countries of operation. Your job will be to ensure that all customer data gets managed & our customer’s requests get fulfilled within our agreed SLA timescales.
Some of the jobs you will be involved in product managing:
  • Some of the jobs you will be involved in product managing:
  • Transitioning to a new global CRM platform
  • Ongoing automation of sales processes including customer outreach
  • Maintenance and improvement of our billing tools
  • Maintaining existing and defining and building new fulfillment workflows for new products and services
  • About you
  • You will be a seasoned operations Product Manager with multiple years of experience in the area of operational fulfillment optimization:
  • Using your expertise, you will be able to write clear product requirements to share with your Operations and Engineering counterparts to use Salesforce and other internal tools to collect, store, share and utilize customer and request data to ensure we meet our service fulfillment SLA commitments. 
  • During the interview process you will be able to visually demonstrate your proven track record in the area of CRM & Fulfillment product management.
  • You are able to model and organize customer data to ensure fulfillment happens automatically and within the required SLA times by implementing and optimizing our operational processes and tools.
  • You will be able to integrate CRM data with internal and external tools and services to further optimize our operational processes.
  • You are able to monitor and report on your success by showing how your data is being used to drive various SLA targets and business KPIs and share with senior stakeholders upon request. 
  • Please note: during the interview, you will be asked to show how your product management skills impacted the bottom line of previous employers and give examples of the processes you implemented to optimize fulfillment.
    About your product skills
  • You are an expert with 4+ years track record of writing the product requirements for fulfillment automation projects that meet agreed business SLAs shared with your customers. 
  • You are able to work with your stakeholders to define a global roadmap for all internal tooling needed to support Rocket Lawyer’s paid service fulfillment. You must have experience leading projects and facilitating the conversations between stakeholders including executives, engineers, analysts, operations, marketing, & other product teams and external customers to ensure requirements meet all internal and external needs.
  • You have 3 years of experience working within SFDC and know how to configure and customize SFDC to support workflow, and how to create reports and dashboards to track performance.
  • You will be able to lead on the requirements for optimizing existing and building new tools and processes, which will require you to know about data models & data management, fulfillment process optimization and how to integrate tools & data with other internal and external services or partners for ongoing optimization.
  • You are able to specify KPIs and set up monitoring and reporting with our Data analyst teams so that you can track and measure the success of your products each week. You have an eye to extrapolate insights from your data & to propose improvements to your systems as a result. 
  • You are able to ruthlessly prioritize your backlog & leverage the technical skills of the Engineering team to deliver value quickly, including making sure the product is scalable and performant. 
  • Soft skills
  • You carry a DNA of ownership and a bias for action.
  • You consider yourself a domain expert in your product area and are able to create product advantage through invention, innovation, understanding competitors & customers and leveraging the creative energy of your team.
  • You are an active listener and clear communicator, especially with your stakeholders. 
  • You are passionate about making the world a better place, and want to put tools for justice into people’s hands. You embrace our mission to make the Law affordable and simple for everyone.
  • Able to become part of a fun and passionate team, and have some serious fun along the way!
  • Benefits & Perks
  • Private health insurance 
  • Life insurance
  • Meal/Food voucher
  • Gympass partnership
  • Mental health assistance
  • Birthday off
  • Daycare assistance
  • Financial support for those who have children with special needs and disabilities
  • Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates
  • Go to posting –>

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