Senior Director of Product Management, Customer and Expert Success - Remote

Overview

The Sr. Director of Product Management, Customer and Expert success will help ensure a healthy and vibrant 2-sided marketplace by driving innovation through direct management and influence that improve both customer and expert outcomes.

In Short

• Partner with business leaders to build vision for Success for JustAnswer's Customer Base, Expert Network, AI tools and capabilities.
• Own strategy and execution for the Success focus area of Product Teams.
• Develop strategy and define the Success experience for customers post-conversion.
• Work with the Customer Acquisition team to meet customer needs and expert opportunities.
• Partner with the AI team to optimize outcomes and customer satisfaction.
• Collaborate with the CRM team to customize post-conversion flows.
• Be the voice of the Success initiative and ensure visibility into strategy and performance expectations.
• Manage, develop, and inspire your team of product managers.

Requirements

• 10 years of experience in e-commerce and high-growth consumer businesses.
• 5+ years of experience leading high-performing Product teams.
• Experience with conversion optimization and subscription management.
• Proven ability to collaborate effectively with cross-functional teams.
• Experience with pricing strategy and business models.
• Experience working on Mobile apps.
• 5+ years of experience with A/B testing.
• Bachelors Degree Required; MS/MBA preferred.
• Product Management Certification preferred.

Benefits

• Fully Remote Work Environment.
• Competitive Pay.
• Healthcare options including United Healthcare PPO and Kaiser.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Dental & Vision coverage.
• Employer paid Long & Short-Term Disability.
• Employer paid life insurance.
• $75 monthly Remote-Work stipend.
• $360 annual Wellness stipend.
• Flexible time off and 11 company holidays.
• 401k with company matching.
• Paid parental leave.
• Charitable donation matching.
• JustAnswer subscription with access to experts.