Principal Product Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Take ownership of the product strategy and roadmap for the Service Experience swim lane from start to finish.

• Establish trust in the marketplace post-booking, set expectations, implement Pro steering, and develop AI-assisted conflict resolution policies.

• Create AI-driven support systems for customers and Pros, featuring golden datasets, automated judges, regression detection, and human review sampling.

• Manage Contribution LTV and metrics related to brand promises.

• Formulate the vision and proof of concept for the AI transformation of both customer and Pro experiences.

• Set standards for trustworthy AI and guide Senior PMs and leadership in this domain.

• Enhance AI resolution rates for support inquiries to exceed 50% while maintaining high satisfaction levels.

• Develop and implement AI support specifically for Pros.

• Achieve a 10% year-over-year increase in Contribution LTV with defensible attribution.

• Ensure brand promise outcomes are met: priced as quoted and executed correctly.

• Collaborate effectively with colleagues in engineering, design, data, marketing, and operations.

⛳️ Requirements

• Proven track record of delivering exceptional outcomes with a clear personal impact on decision-making.

• Daily engagement with AI technologies and experience in building with Large Language Models (LLMs).

• Strong intuition for evaluating AI experiences and a solid understanding of AI trends.

• Familiarity with AI evaluation systems, including evaluation sets and quality assessment methodologies.

• Customer- and Pro-centric product judgment.

• Proficient in data-driven root-cause analysis.

• Ability to execute quickly without compromising on quality.

• Capability to influence leadership and cross-functional team members without direct authority.

• Skills in prototyping with LLMs, creating evaluation sets, analyzing transcripts, and re-architecting live systems.

• This is an individual contributor role with no direct reports.

🏝️ Benefits

• Equity is a significant component of PM compensation.

• Comprehensive medical, dental, and vision coverage.

• Fully remote work option available (within the US).

• Flexible paid time off (PTO).