Lead Product Manager, New Customer Experience

Accountabilities: Define the vision and product strategy for the first service experience, establishing a clear roadmap for its redesign and implementation. Rethink the customer journey from initial discovery through signup and first booking, evaluating every existing step against customer needs and supporting decisions with evidence. Own the homepage and marketing website experience, including the first impressions and decisions that influence customer engagement. Lead the signup and booking experience across all three consumer brands, ensuring a consistent and effective customer journey. Redesign how customers receive quotes, select services, choose schedules, and complete payments, including Apple Pay and Google Pay. Explore and build AI-native, agentic signup experiences, determining which tasks can be handled by AI and where customers should retain direct control. Develop prototypes using LLMs and AI agents, test concepts with real customers, and use customer transcripts and feedback to identify friction and opportunities. Own funnel data and product analytics, independently identifying conversion barriers, customer drop-off points, and opportunities for improvement. Build and execute a careful rollout strategy that validates the redesigned experience with real customers before replacing the existing journey. Collaborate with engineering, design, operations, marketing, and data teams to translate the product vision into shipped experiences. Work closely with product leaders responsible for consumer experience, Pro experience, pricing, and conversational AI and agents to align priorities and manage dependencies. Influence decisions across pricing, Pro supply, and operations, recognizing how changes to customer booking affect service providers, job economics, and operational capacity. Partner with design from early exploration and prototyping through delivery, setting priorities and making clear, evidence-based trade-offs. Balance ambitious product innovation with a lean engineering team, a partly legacy technology stack, and limited direct control over certain business levers. Deliver measurable first-year outcomes, including leadership alignment around the new vision, a meaningful launch to real customers, improved signup conversion, more first-time service bookings, and high first-service customer satisfaction (CSAT). Requirements Bachelor's degree in Business, Analytics, Engineering, Design, or a related field. At least 6 years of product management experience building consumer-facing products, with a strong focus on customer experience. Demonstrated ability to challenge established product experiences, develop a compelling alternative vision, and turn that vision into shipped products. Strong customer orientation, balancing conversion and business outcomes with long-term customer satisfaction and trust. Experience building and launching AI-powered or agentic consumer experiences. Practical experience prototyping new customer journeys with LLMs and AI agents, and evaluating where automation can improve the experience. Ability to analyze customer conversations and transcripts to understand friction, unmet needs, and points of confusion. Strong product analytics and funnel analysis skills, with the ability to independently investigate performance data and identify conversion drop-offs without relying entirely on dedicated analysts or pre-built dashboards. Strategic product judgment, including the ability to prioritize opportunities, make evidence-based decisions, and explain trade-offs. Strong design partnership skills, with experience collaborating closely with designers from early concepts and sketches through product delivery. Ability to influence cross-functional stakeholders and align teams whose priorities and areas of ownership may differ. Understanding of how customer-facing product changes can affect interconnected marketplace functions, including service provider supply, pricing, and operations. A willingness to work hands-on in a lean environment, including prototyping, customer research, data analysis, and execution rather than focusing exclusively on strategy. Preferred: Marketplace product experience and familiarity with personalization, including building experiences that adapt to individual customer needs. Comfortable working with a lean engineering team, partly legacy technology systems, and business dependencies that require influence rather than direct ownership. This is an individual contributor position with Lead-level scope and no direct reports; it is not a people-management or strategy-only role. Benefits Base salary: $170,000–$210,000. Equity: Opportunity to share in the value created through the company's growth. Healthcare: Medical, dental, and vision coverage. Work arrangement: Fully remote within the United States. Paid time off: Flexible PTO, with an emphasis on results and taking time off as needed. Focused work environment: Remote flexibility designed to support sustained focus and thoughtful product development.