Head of Product, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the product vision and roadmap, developing new categories that integrate genomics, AI, and consumer health to enhance customer impact and drive revenue growth.

• Assemble, mentor, and retain a high-performing team in product and design.

• Lead actively, making decisions and coordinating cross-functional efforts to transform strategy into products that customers rely on and return to.

• Create processes within Product, Engineering, Bioinformatics, and Design that ensure the delivery of high-quality products without compromising speed or scientific rigor.

• Define success metrics and leverage analytics and experimentation to improve engagement, retention, and subscription value.

• Articulate product strategy and trade-offs to executives, investors, and partners.

• Position Sequencing as the worldwide leader in AI-driven genomic experiences.

• Manage the customer journey from initial onboarding to lifelong engagement.

• Convert customer insights into products that simplify genomic science for everyday health decisions.

• Utilize AI to provide personalized genomic insights.

• Transform genomic data into user-friendly customer experiences.

• Enhance subscription engagement and retention by uncovering new value from customers’ genomes.

• Collaborate with Growth and Analytics on strategies for activation, renewal, and retention.

• Establish and maintain design and brand standards across all customer interactions.

⛳️ Requirements

• Over 10 years of experience leading product initiatives in high-growth consumer settings, demonstrating a proven impact on engagement, retention, and revenue.

• A solid track record of owning product strategy and roadmap from conception to execution.

• Extensive knowledge of consumer subscription products, lifecycle engagement, and customer lifetime value.

• Demonstrated ability to create AI-enabled or data-driven products that simplify complex systems and instill trust.

• Proven success in hiring, training, and scaling exceptional product and design teams.

• A hands-on leader who is effective in setting vision, cultivating talent, and executing plans.

• Proficient in analytics and experimentation with a proactive approach.

• A cross-functional collaborator who fosters alignment among engineering, science, design, and business teams.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance coverage.

• 401(k) plan with company matching.

• Paid time off.

• Paid volunteer time off.

• Fully remote work environment.

• Equipment provided to facilitate your work.

• Reimbursements for internet and cell phone expenses.

• Parental bonding leave.

• Private, confidential clinical-grade whole genome sequencing for you and your immediate family.