Staff Product Manager, Growth Alliance (all genders) at Hello Fresh in Toronto, ON

Job description

The role HelloFresh's Onboarding squad owns the highest-leverage window in the customer lifecycle: from the moment a prospect converts to the moment they become a settled, loyal customer. Onboarding is the connective tissue that links the conversion funnel to long-term customer value. We are hiring a Staff Product Manager to lead the Onboarding squad and define the product vision for how HelloFresh guides new customers from their first delivery into habitual, high-value subscription. You will own the end-to-end early customer experience across web and app — spanning post-checkout confirmation, subscription management, digital engagement, and the critical Box 1→2→3 progression — across all HelloFresh Group brands, including Factor. The defining product challenge ahead is building and scaling the Next Best Action (NBA) framework: an ML-powered, segment-aware system that identifies the right action for each customer at each moment in their early lifecycle and delivers it seamlessly across web and app surfaces. This is a genuine 0-to-1 build — one that requires both strategic vision and hands-on execution. This role demands a PM who is obsessed with solving customer pain points and equally obsessed with the cross-squad collaboration required to do it at scale. Onboarding does not sit inside a single product surface — it spans the activation funnel, CRM and lifecycle communications, app and engagement experiences, and Data Science. The PM leading this squad must be a hyper-collaborator: capable of aligning diverse stakeholders across squads and tribes and bringing coherence to an experience that crosses many surfaces and teams. What you'll do Own the product vision and strategy for the end-to-end Onboarding experience across all HelloFresh Group brands — from post-checkout confirmation to Settled Conversion (3 boxes in 4 weeks). Lead the build and scaling of the Next Best Action (NBA) framework: a segment-aware, state-aware personalisation system that dynamically surfaces the right customer action at the right moment across web and app. Drive measurable improvement in Settled Conversion rate through a high-velocity experimentation roadmap. Own the full-surface onboarding experience — welcome dashboard, subscription management, meal selection flows, app onboarding layer, and CRM-triggered touchpoints — ensuring coherence and quality across every channel and surface. Partner with Data Science and Engineering to define the data and ML foundations that power personalised, segment-aware onboarding at scale. Act as the connective tissue between squads and tribes: align the Activation funnel squad, CRM and Communications tribe, and App and Engagement team around a unified onboarding strategy and shared north-star metrics. Build deep consumer empathy through qualitative research, quantitative funnel analysis, and direct customer engagement — and bring the early customer voice into every product decision. Define and own success metrics for Onboarding — Settled Conversion rate, Box 1→2 and 2→3 conversion, app adoption rate, and unwanted box rate — and hold yourself and the squad accountable to them. Own BAU operations: triage funnel issues rapidly, maintain onboarding health monitoring, and serve as the escalation point for anything threatening early retention performance. Drive cross-functional alignment as a single-threaded leader across global tribes and alliances — creating clarity and shared direction needed for the squad to ship at velocity. What you'll bring Customer Lifecycle & Early Retention Expertise: A deep understanding of subscription customer lifecycle dynamics — churn triggers, early retention levers, and the interplay between product experience and commercial outcomes. You think in journeys, not screens, and you can translate moments of friction or delight into business impact across the Box 0→3 window. Cross-Surface Product Leadership: Proven experience owning end-to-end product experiences that span web and native app — in