Senior Product Manager, LightForce Orthodontics
Customer Portal
Office located in Burlington, MA or Wilmington, MA
Custom 3D-printed braces
Open for applications
Custom 3D-printed braces
201-500 employees
Open for applications
Office located in Burlington, MA or Wilmington, MA
201-500 employees
Company mission
To empower experts to create the unique bite and smile that every patient deserves.
Role
Who you are
- 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
- 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
- The ideal candidate will have a strong technical aptitude, experience managing complex SaaS platforms, and the ability to work with distributed teams
What the job involves
- 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
- 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.
- 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, including Phase 1 cases and temporary bracket charges
- 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
Our take
In the field of orthodontics, a persistent demand exists for a more patient-centered and efficient treatment alternative. Traditional braces, notorious for their discomfort and lengthy treatment durations, have left room for innovation.
In response to this challenge, LightForce Orthodontics has developed a personalized 3D-printed braces system. This novel approach allows orthodontists to provide patients with custom-made orthodontic hardware, precisely tailored to their unique requirements, thus enhancing the overall treatment experience.
Recently securing significant funding, LightForce is poised to expand its team, enhance its software and hardware development, and harness the power of AI to further optimize patient outcomes. The investment will also bolster the establishment of a manufacturing facility in Massachusetts, reaffirming the company's commitment to expanding production capabilities and transforming the orthodontics landscape.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited PTO for exempt employees
- 9 paid holidays per year
- Generous premium coverage for medical, dental, and vision plans
- Group plan voluntary life insurance
- Fringe benefits
- 401k retirement plan
- Paid parental leave
- Workplace perks such as food/coffee
Company values
- Trust
- Passion with a purpose
- Customer obession
Company HQ
Burlington, MA
Articles
Leadership
Alfred Griffin
(Co-Founder & CEO)Currently a Lecturer at Harvard School of Dental Medicine in the Department of Developmental Biology, as well as an Orthodontist at the Bay State Dental Specialists.
Lou Shuman
(Co-Founder)Currently the President and CEO of Cellerant Consulting. Previously they were a VP of Strategic Relations at Align Technology and an Executive VP of Professional Development at rdental.
Salary benchmarks
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