Senior Product Manager -Onboarding, Growth & CX

About Us :
Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business.
We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution.
At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

Why Novo?

• Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America

• Positive, inclusive, supportive culture cheering you on your journey

• We work with very new technologies and architecture patterns

• We provide learning and development budgets to help you grow and bond with your team

Offices in NYC, Miami, India, and Colombia

Role Summary:

This is a high-impact, senior-level product role that spans two critical surface areas of the Novo platform: the customer onboarding and growth experience, and the internal tooling and systems that power customer success. You’ll partner closely with business owners across both domains, serving as the connective tissue between customer-facing journeys and the operational backbone that supports them.

On the Onboarding & Growth side, you'll focus on leading potential customers to Novo's "front door" and the following first 90 days of a customer's journey with Novo — from signup and KYC/KYB through early account activation, lifecycle engagement, and long-term retention. On the Customer Experience & Agentic Tooling side, you'll drive the strategy for next-generation AI-powered workflows and automation that enhance how our CS team delivers service — working in close partnership with Customer Operations, who owns the day-to-day agent tooling stack (Zendesk, telephony, copilot, etc.).

This dual mandate requires a technically strong PM who can move fluidly between customer-facing product work and infrastructure-level systems thinking — someone who is deeply organized, thrives in ambiguity, and brings a data-driven, automation-first mindset to everything they build.

Responsibilities

Onboarding & Growth

• Partner with the VP Growth Marketing to ideate and optimize growth loops, funnel conversion, and lifecycle engagement strategies that drive long-term retention and expansion.

• Build the infrastructure to support targeted marketing, experimentation, and data-driven personalization across the customer journey.

• Partner with compliance, engineering, design, and marketing to balance regulatory requirements with a seamless user experience.

• Define and monitor KPIs for onboarding completion rates and additional high-value customer behaviors.

Customer Experience & Agentic Tooling

• Drive the product strategy for AI-powered and agentic automation that enhances customer support — reducing time-to-resolution, increasing first-contact resolution, and scaling support capacity. You'll work in partnership with Customer Operations, who manages the current agent tooling stack (Zendesk, telephony, copilot, etc.).

• Lead the in-flight CRM and case management platform implementation through to completion, ensuring it integrates seamlessly with existing workflows and sets the foundation for future tooling investments.

• Translate customer experience data and pain points into internal tooling requirements that directly improve service quality and efficiency.

• Build systems that surface the right context, at the right time, to the right agent — enabling faster, smarter decision-making.

• Measure the success and impact of tools, projects, and initiatives you ship — tracking adoption, efficiency gains, and business outcomes rather than operational metrics alone.

Cross-Cutting Responsibilities

• Perform deep customer and competitive analysis to uncover underserved needs and positioning advantages.

• Lead cross-functional execution: from discovery and requirements through delivery, iteration, and business outcomes.

• Champion a culture of data fluency, experimentation, and continuous improvement across both product domains.

What We’re Looking For

Experience & Technical Depth

• 7+ years in product management, with meaningful experience across onboarding/growth AND internal tooling or customer operations platforms.

• Strong technical acumen and specifically, AI-first — you can go deep with engineers on system architecture, data models, and if needed, develop early proof of concepts.

• Demonstrated experience building or implementing AI, automation, or agentic workflows in production environments.

• Experience optimizing user onboarding funnels, conversion, and lifecycle engagement at scale.

• Track record building internal tools or platforms that measurably improved operational efficiency.

• Familiarity with compliance-driven onboarding (KYC/KYB) in fintech is a plus.

• Experience leading CRM or case management implementations is a plus.

• Experience building products for small business banking or B2B fintech is a plus.

Skills & Mindset

• Exceptional organizational skills — you bring structure to chaos and keep complex, multi-workstream initiatives on track.

• Data fluency — you’re proficient with analytics, financial modeling, metrics definition, and iterative testing. You use data to make decisions and tell stories.

• AI and automation mindset — you naturally look for opportunities to automate, leverage AI, and build scalable systems rather than manual processes.

• Strong stakeholder management — you can navigate cross-functional complexity, align diverse teams, and drive alignment without authority.

• Proficiency with AI and code-gen tools, with genuine enthusiasm for AI adoption across product and operations.

Who Will Succeed Here

As a Senior PM at Novo, you’ll have tangible impact shaping financial products that empower entrepreneurs and small business owners across the country. You will love this work if:

• You thrive in ambiguity — you’re energized by building in a lean, fast-moving environment where not everything is figured out.

• You’re customer-obsessed — you always tie decisions back to what drives value for small business owners.

• You balance strategy with execution — you can zoom out to shape a long-term vision and zoom in to write a crisp product spec in the same day.

• You’re data-driven but pragmatic — you use metrics and financial models to guide choices, but you don’t get stuck in analysis paralysis.

• You’re a systems thinker — you see the connections between customer-facing experience and internal operations, and you build for both.

• You take ownership — you don’t just ship features, you take responsibility for business outcomes and iterate until they work.

• You’re resourceful — when faced with constraints, you find creative ways to deliver value instead of waiting for perfect conditions.

  Novo values diversity as a core tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, role-specific, or any other protected characteristic.