Lead Product Manager, Consumer Experience

Accountabilities:: Own the end-to-end consumer product experience, from the first booking through the entire customer lifecycle, ensuring a seamless and engaging journey. Define and execute the product vision, strategic direction, and roadmap for customer-facing digital platforms, including web portals and mobile applications. Improve onboarding experiences to build customer trust and encourage long-term engagement. Enhance search, discovery, and cross-selling capabilities to help customers identify relevant services and discover additional solutions. Develop personalized experiences based on household characteristics, property information, customer preferences, seasonal needs, and behavioral insights. Optimize scheduling functionalities, including service skips, rescheduling, and frequency adjustments, to reduce friction and improve satisfaction. Improve cancellation and win-back journeys through targeted retention strategies and customer-focused solutions. Strengthen communication and expectation alignment between customers and service professionals through better property information, service details, and data sharing. Identify opportunities to integrate AI-powered and agentic capabilities into the consumer experience, evaluating their value, reliability, and potential impact before deployment. Collaborate with engineering, design, data science, marketing, and operations teams to prioritize initiatives and deliver scalable product improvements. Work closely with the Product Manager responsible for the service professional experience to ensure customer-side improvements also benefit the broader marketplace. Use product analytics, customer feedback, funnel analysis, and retention data to identify opportunities and measure performance. Define and monitor key success metrics, including customer retention, lifetime value (LTV), customer satisfaction (CSAT), and marketplace performance. Establish a clear 1–2-year product vision and deliver an actionable 6–12-month roadmap, translating strategic priorities into measurable results. Requirements: At least 6 years of product management experience, with a strong background in consumer-facing products and demonstrated experience launching and scaling B2C solutions. A proven track record of delivering exceptional product outcomes, with clear ownership of strategic decisions and measurable business impact. Demonstrated experience building and launching AI-powered consumer products, including agentic or AI-based experiences used by real customers. Strong understanding of personalization strategies and the ability to create tailored digital experiences based on customer behavior, preferences, and contextual data. Customer-centric mindset, with the ability to identify pain points through customer reviews, support interactions, behavioral data, and conversion funnels. Excellent product strategy and roadmap development skills, combining long-term vision with hands-on execution. Strong analytical capabilities, including proficiency in product analytics, funnel analysis, retention cohorts, and performance measurement. Ability to translate complex data and customer insights into clear product priorities and actionable recommendations. Systems-thinking mindset, with an understanding of how product decisions affect multiple stakeholders, particularly within marketplace environments involving customers, service providers, pricing, and operations. Strong collaboration skills and the ability to influence cross-functional teams through sound judgment, clear communication, and effective decision-making. Experience partnering closely with product designers and engineers to prototype, test, and deliver high-quality consumer experiences. Comfort working in lean, resource-conscious environments, navigating legacy technology, limited resources, and longer experimentation cycles. Practical experience using AI tools, evaluating LLM outputs, analyzing user interactions, and prototyping innovative solutions. Bachelor's degree in Business, Analytics, Engineering, Design, or a related discipline, or equivalent practical experience. Ability to operate independently as a senior individual contributor, balancing strategic ownership with hands-on product development. Benefits: Competitive base salary: $180,000–$210,000 per year. Equity compensation: Meaningful equity participation, providing an opportunity to benefit from the company's long-term growth. Healthcare coverage: Medical, dental, and vision insurance. Fully remote position: Work remotely from anywhere in the United States. Flexible paid time off: Flexible PTO with an emphasis on results, autonomy, and work-life balance. Collaborative environment: Work alongside experienced professionals across engineering, design, data, marketing, and operations. Professional impact: Take ownership of a major product area and directly influence customer experience, retention, and business growth. Innovation opportunities: Help shape the adoption of AI-powered technologies and next-generation personalized consumer experiences.