Lead Product Manager, Consumer Experience

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

📋 Description

• Oversee the complete consumer journey from the initial booking to the entire duration of the customer relationship.

• Determine the role of AI in enhancing the consumer experience.

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

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

• Manage the onboarding process from the first booking to fostering customer trust.

• Enhance search and discovery functionalities, including highlighting additional services.

• Take ownership of property details that influence service delivery and Pro expectations.

• Optimize scheduling, including skips, reschedules, and frequency adjustments.

• Manage reviews and tips.

• Improve cancellation processes and strategies for winning back customers.

• Drive cross-selling and personalization initiatives tailored to individual households.

• Create personalized plans based on property and household data.

• Eliminate scheduling obstacles and enhance cancellation and retention experiences.

• Align customer and Pro expectations by leveraging customer insights, Pro expertise, and proprietary property information.

• Assess and responsibly implement agentic and AI-driven features.

• Collaborate closely with the PM responsible for the Pro experience.

• Define a vision for the next 1–2 years and generate a roadmap for the next 6–12 months.

• Report directly to the Sr. Director of Product.

⛳️ Requirements

• Over 6 years of experience as a product manager focusing on consumer-facing products.

• At least one B2C product successfully launched at scale.

• Proven history of achieving outstanding results with clear accountability for decisions made.

• Experience in launching AI-driven consumer products.

• Familiarity with agentic or AI-enhanced consumer experiences.

• Customer-centric mindset, utilizing reviews, support interactions, and funnel data.

• Systems-thinking perspective, considering impacts on Professionals, pricing, and operations.

• Marketplace experience is advantageous.

• Experience in delivering personalized consumer experiences.

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

• Ability to prioritize effectively and advocate for those priorities.

• Strong collaboration with design teams.

• Openness to writing evaluations, reviewing transcripts, and prototyping with LLMs.

• Individual contributor role without direct reports.

• Experience in delivering consumer products to a broad audience.

• Comfort in working with a lean engineering team, including a partially legacy stack and lengthy testing phases.

🏝️ Benefits

• Equity as a significant component of PM compensation.

• Comprehensive medical, dental, and vision coverage.

• Fully remote position available within the US.

• Flexible paid time off (PTO).