Love dogs? This is the place for you!

About us

Discover your dog more than fur deep with the most comprehensive DNA test on the market. Designed by world leaders in dog genetics, in partnership with Cornell University, the Embark DNA Test tells owners what breeds make up their pets, how to prevent future possible health problems, and what features and traits their pet might have. Help us end preventable disease in dogs and improve the lives of pets and their people through genomics.

Embark is the only dog DNA test using a research-grade DNA microarray, letting us give our customers the most accurate and comprehensive results on the market. More importantly, it allows us to do ongoing research into the genetics of dogs, which are a fantastic population for genetic discovery due to selective breeding over time. Our research focuses on mapping new traits and diseases, improving personalized veterinary medicine, and developing new breeding programs to eliminate preventable diseases in pets.

Interested in joining? We’re looking for highly motivated and driven employees who will help us stay on the cutting edge of creativity and innovation in the fast-growing consumer genetics space.

The Opportunity

The Senior Product Manager, Customer Service Enablement is responsible for driving the roadmap, development, and measurement of tools essential to Embark’s customer service team. This role will own the business strategy for making sure we are able to deliver best-in-class service to our customers.

The Role

This role is designed for an experienced product person with a deep analytical background and a passion for delivering exceptional customer service. This is an exciting opportunity for someone who has a background in customer service platforms, tools, and processes to apply their knowledge at a hyper-growth startup.

Successful candidates will have experience working in highly collaborative environments with engineering and customer service teams. They will have an understanding of the landscape of tools and emerging trends in the customer service space that help enable customer service teams to deliver exceptional service. 

The ideal candidate is data-driven, naturally curious, and has the ability to work collaboratively across functions. Experience in existing tools or platforms in the customer service space is required. Experience in digital health, biotech, health, and wellness, or pets and technology is a plus.

Specifics

• This person will have a tremendous impact on the quality of life for our customer service reps who interact with our external customers everyday
• Develop & drive data-driven learning agendas that validate product success
• Directly interact with internal users to understand their challenges + build strategic roadmaps that align those users’ needs with business needs 
• Identify, refine, and meticulously monitor your KPIs to understand the health of your product, and opportunities for improvement
• Innovate and incubate new ideas to improve customer service and therefore increase customer satisfaction
• This person will be challenged to learn new technologies + integrate their knowledge of those technologies into a rapid, ongoing prioritization of the business needs, tying the tech architecture to the business, in deep partnership with engineering counterparts 
• This role requires deep partnership across teams, including engineering and other internal teams who utilize our internal tools 

Requirements

• 6+ years of professional experience
• 3+ years of experience leading product initiatives to great outcomes
• Excellent written and verbal communication skills
• Strong interpersonal and leadership skills to influence across the organization
• Extremely proficient in data: owning KPIs and performing ad-hoc analysis
• Experience working in product management at companies with agile and scrum development processes
• Ability to quickly learn technical concepts & how they relate to a diverse customer base
• Experience working with business stakeholders to refine roadmaps and achieve results over course of multiple-quarter & yearly projects
• Experience presenting to executive stakeholders
• Ability to thrive and adapt in a high growth, results-oriented environment
• Experience in the customer service space, in particular with the tools required to deliver great service
• Deep passion for dog health 
• Ability and enthusiasm for dealing with uncertainty and leading innovative product development. 

What we offer

• Dog-friendly office near South Station, Boston
• Perks tailored for dog lovers including subsidized dog-walking services and paw-ternity leave
• Startup perks with big-company benefits
• Competitive salaries, all-inclusive health care, and equity participation
• A flexible vacation policy along with paid maternal and paternal leave
• 401k match
• Bonus program
• Fully-stocked office snack bar and regular office events
• New iMacs and MacBook Pros
• Continuing education including attending conferences

Embark is an equal opportunity workplace and values diversity at our company. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, citizenship status, sexual orientation, age, disability status, marital status, gender identity or expression, veteran status, or any other characteristics protected by federal, state or local laws. See also EEO is the Law.