Lead Product Manager, Consumer Experience

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

📋 Description

• Take full ownership of the consumer journey, from the initial booking to the entire customer relationship lifecycle.

• Establish the vision and strategic roadmap for enhancing the consumer experience.

• Collaborate with engineers, designers, data/applied science teams, marketing, and operations to deliver products.

• Work alongside the Product Manager responsible for the Pro experience.

• Manage onboarding processes, search and discovery functionalities, property details, scheduling, reviews and tips, cancellations and win-back strategies, cross-selling, personalization, and AI-enabled experiences.

• Develop personalized plans and recommendations tailored to each household and property.

• Minimize scheduling challenges and enhance cancellation and win-back processes.

• Align customer and Pro expectations by utilizing customer feedback, Pro expertise, and proprietary property data.

• Assess opportunities for AI to enhance the consumer experience and implement responsible AI features.

• Articulate a 1–2 year vision for consumer experience.

• Develop and execute a roadmap spanning 6–12 months.

• Enhance consumer retention, lifetime value, and customer satisfaction while ensuring neutral or positive impacts for Pros.

• Report directly to the Senior Director of Product.

⛳️ Requirements

• Minimum of 6 years as a product manager working on consumer-facing products.

• Proven experience with at least one B2C product launched at scale.

• Demonstrated history of achieving exceptional product results.

• Familiarity with launching AI-powered consumer products.

• Experience in developing agentic or AI-based consumer experiences.

• Customer-centric mindset, utilizing reviews, support conversations, and funnel data for insights.

• Strong systems-thinking capability, considering the impacts on Pros, pricing, and operations.

• Experience in delivering personalized user experiences.

• Proficiency in product analytics, funnel analysis, and retention cohort analysis.

• Ability to prioritize tasks effectively and collaborate closely with design teams.

• Bachelor's degree in business, analytics, engineering, design, or a related field, or equivalent hands-on experience.

• Over 6 years of product management experience with consumer-facing products.

• Openness to conducting evaluations, reviewing transcripts, and prototyping using LLMs.

• Individual contributor role without direct reports.

🏝️ Benefits

• Equity.

• Medical, dental, and vision coverage.

• Fully remote working arrangement (US-based).

• Flexible Paid Time Off (PTO).