Senior Product Manager, Customer Journey

Job Description

Job Description

We are looking for a Senior Product Manager to join our mission-driven team. As an integral part of the Product & Engineering department, you will play a central role in our efforts to inspire people to eat more plants!

As the Senior Product Manager, Customer Journey, you will own the end-to-end experience across the customer lifecycle, from first impression through retention and loyalty. This role is ideal for a strategic systems thinker who thrives on cross-functional collaboration and solving problems to achieve the complete picture. You will bring together touchpoints across Acquisition, Shopping, and Retention to ensure our customers enjoy a seamless, delightful, and high-value experience at every stage. You’ll partner closely with teams across Marketing, Technology, Design, Data, and CX to lead the product strategy, define success, and execute with clarity and purpose.

Purple Carrot HQ is in Needham, MA, and prefers local candidates to work in a hybrid model, 2-3 days onsite.

Develop & Execute Strategy

• Own the product roadmap and KPIs for the full customer journey — from first visit through ongoing engagement and reactivation.
• Align lifecycle initiatives with company growth, retention, and CLV goals.
• Identify friction points, unmet needs, and moments of delight throughout the journey across channels and devices.
• Build toward a cohesive experience across Web, iOS, and Android platforms.

Customer Insights & Research

• Synthesize qualitative and quantitative data to gain a deep understanding of customer behaviors, motivations, and drop-off points.
• Run usability tests, discovery interviews, and surveys to surface actionable insights.
• Partner with Analytics to monitor funnel metrics, including CAC, CVR, onboarding completion, LTV, skip rates, and churn.
• Define opportunities to enhance onboarding, foster repeat behaviors, and minimize passive churn.

Collaboration & Communication

• Collaborate with Design and Engineering to deliver intuitive, beautiful, and outcome-driven product experiences.
• Work cross-functionally with Marketing, CX, and Culinary teams to unify storytelling, promotions, and programmatic content.
• Drive alignment through documentation, regular updates, and clear prioritization frameworks.
• Act as a connective thread across previously siloed journey stages, promoting a single source of truth.

PM Best Practices

• Define OKRs, roadmaps, and initiative briefs that tie directly to user and business outcomes.
• Manage agile workflows and timelines, keeping stakeholders informed and involved.
• Facilitate post-launch reviews to assess impact and inform iteration cycles.

Continuous Improvement

• Stay ahead of industry trends in eCommerce, personalization, behavioral science, and subscription-based models.
• Champion a test-and-learn culture through experimentation frameworks, A/B testing, and pilot programs.
• Explore loyalty-based journeys, segmentation-based content, and multi-channel journey orchestration.

• 5+ years of product management experience, including at least 2 owning multi-surface, cross-lifecycle customer experiences.
• Strong understanding of eCommerce, subscription models, and user behavior across acquisition, onboarding, and retention.
• Experience using customer research, experimentation, and behavioral data to drive decisions.
• Proficiency in analytics tools (e.g., Looker, GA, Mixpanel, VWO) and familiarity with lifecycle engagement tools (e.g., Braze, Iterable).
• Excellent communication and stakeholder management skills, with the ability to build alignment across functions.

• Background in wellness, health, or consumer behavior-driven products.
• Experience working in a scaling environment or with hybrid physical-digital products.
• Ability to simplify complex workflows and architect intuitive, user-first solutions
• Familiarity with habit-forming design and lifecycle thinking frameworks (e.g., BJ Fogg, Hooked Model, Jobs-to-be-Done).

Garnish

We love our staff, and show it with benefits (including but not limited to medical, dental, vision, FSA, and life insurance), matching retirement plan, unlimited paid time off, Purple Carrot box allowance, professional development, and the opportunity to work in collaboration with teammates who are passionate about food!

Final Touches

We are committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap, veteran status, or marital status.