Senior Product Manager, Customer Portal

Location: Hybrid based in Burlington or Wilmington, Massachusetts with distributed teams across Ukraine, Estonia, Israel and the United States

About LightForce Orthodontics:

At LightForce Orthodontics, we combine cutting-edge 3D printing and proprietary CAD software to deliver highly personalized orthodontic solutions. Our Customer Portal is central to providing our clients with seamless access to account administration, onboarding, and service requests. This role will drive the development and optimization of the Customer Portal, ensuring it meets the evolving needs of our global customers and internal teams.

Description:

The Senior Product Manager for the Customer Portal will be responsible for the strategic development and continuous improvement of the portal, which serves as the hub for customer onboarding, account management, service interactions, and resource access. 

The ideal candidate will have a strong technical aptitude, experience managing complex SaaS platforms, and the ability to work with distributed teams. This role requires deep collaboration with engineering, sales, customer success, and operations teams.

The role will report to the Vice President of Product and initially be structured as an individual contributor without people management responsibilities. You will manage 1-2 sprint teams, working closely with stakeholders across sales, customer service, and pricing teams. This position is ideal for someone who thrives in a mission-driven environment and wants to play a pivotal role in shaping the future of orthodontic technology.

Essential Duties and Responsibilities:

Customer Account Setup and Administration:

• Manage billing, pricing, and payment configurations, including complex promotional and incentive-based pricing structures.
• Oversee user administration, ensuring secure, multi-channel role and permission management for internal and external users.
• Maintain account hierarchy and shipping details for varied user and ownership models, supporting seamless communication and billing.
• Drive third-party data integrations to support sales teams and ensure data accuracy across systems.

Customer Communication and Onboarding:

• Lead efforts to improve visibility into customer onboarding, offering real-time guidance and reminders to ensure a smooth journey.
• Build performance analytics to display product/service usage data, helping customers optimize their workflows and outcomes.

Customer Service Hub:

• Develop and manage the central hub for service communication, facilitating efficient interactions between customers and internal support teams.

Resource and Preference Management:

• Provide access to critical resources, including case management preferences, marketing tools, and educational materials to enhance customer experiences.

12-18 Month Objectives:

• Develop in-app capabilities to enhance customer onboarding and accelerate product adoption.
• Evolve billing and pricing systems to support advanced packaging and promotional pricing structures that increase adoption and utilization.
• Streamline internal processes and reduce costs associated with managing complex customer pricing schemas.
• Expand portal capabilities to support international operations in 10+ countries, including payment, billing, and localization needs.
• Rationalize account hierarchies to reflect real-world doctor-patient relationships across various practice models.
• Create gamified interfaces to boost customer engagement and utilization, reducing reliance on sales reps and support teams.

Education and Experience:

• Minimum 7+ years of product management experience managing complex SaaS platforms, customer portals, or billing systems.
• Experience managing cross-functional teams including engineering, sales, and customer success, with a track record of delivering enterprise-level solutions.
• Experience with distributed teams, working across multiple time zones and cultures.

Required Qualifications:

• Customer-facing product expertise in industries such as healthcare, SaaS, or fintech.
• Technical aptitude, with experience guiding engineering teams on complex systems and integrations.
• Proficiency in Agile methodologies, with a strong ability to manage sprints, backlogs, and cross-team collaboration.
• Strong communication skills to coordinate between global teams, including Estonia and the U.S.

Physical Demands

• Requires the ability to use hands, and reach with hands and arms
• Requires the ability to see, listen, and speak

Perks and Benefits (US Employees Only)

• Unlimited PTO for exempt employees
• 10 paid holidays per year
• Generous premium coverage for medical and dental plans
• Access to employee paid vision plan
• Group plan voluntary life insurance
• Fringe benefits
• 401k retirement plan
• Paid parental leave
• Workplace perks such as food/coffee

We are committed to building a diverse and inclusive company and we are most interested in finding the best candidate for the job. We would strongly encourage you to apply, even if you don't believe you meet every one of the preferred qualifications described.

LightForce Orthodontics is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state, or local law.