Lead Product Manager - Consumer Experience, Services Special Projects

Summary

We are seeking an experienced Product Manager to own the end-to-end consumer experience for one of our most ambitious multi-year initiatives. In this role, you will define how millions of customers discover, engage with, and manage offerings across our ecosystem and conversational experiences.

About the role

You will lead the consumer experience across the entire lifecycle: connecting customer intent with the right offerings, building seamless flows, and delivering a trusted experience. You will partner closely with Design, Engineering, AI/ML, and Operations to turn complex ecosystems into an intuitive, polished everyday product.

Responsibilities

• Product Vision & Roadmap: Own the consumer roadmap across client platforms, setting clear product priorities and success metrics for discovery, engagement, conversion and retention.
• Discovery & Search Experience: Define how users browse, search, and evaluate options—ensuring recommendations and search results are relevant, transparent, and easy to compare.
• Frictionless Flows & Conversion: Design a fast, secure, and intuitive experience that optimizes outcomes and ensures customer trust over the long term.
• Management & Support: Lead the experience for everything that happens after conversion: status updates, cancellations, and customer support.
• Measurement & Experimentation: Define key funnel and engagement metrics; run user studies, telemetry analysis, and A/B experiments to continuously refine the user experience.
• Cross-Functional Execution: Collaborate daily with Product Designers, Client and Backend Engineers, Applied AI/ML teams, Finance, and Customer Support to deliver high-quality releases on schedule.
• Product Marketing & Go-To-Market: Craft clear go-to-market plans, launch narratives, and high-impact collateral—leveraging compelling product storytelling and stage-worthy presentations to communicate the vision and value proposition to customers.

Minimum Qualifications

• 10+ years of product management experience shipping large-scale consumer products, ideally in digital marketplaces, or consumer transactional apps.
• Full-Funnel Ownership: Demonstrated experience managing an end-to-end user experience from discovery through completion, and subsequent follow-ups.
• Strong Product & UX Sense: Good taste and a proven eye for quality and craftsmanship, with experience partnering closely with Design to distill complex workflows into simple, elegant user interfaces.
• Data-Informed Decision Making: Experience using funnel analytics, user feedback, and A/B testing to evaluate features, identify drop-off points, and guide roadmap decisions.
• Technical Fluency: Comfortable partnering with engineering teams on API interactions, data flow, app responsiveness, and handling real-world edge cases.
• Clear Communication: Excellent written and verbal communication skills, with a track record of authoring structured PRDs and presenting product strategy clearly to cross-functional partners and leadership.
• Keynote & Executive Storytelling: Exceptional Keynote skills with the ability to distill complex technical and product concepts into crisp narratives, elegant visual decks, for executive leadership and broad audiences.

Preferred Qualifications

• Experience with conversational interfaces, assistants, or recommendation-driven systems.
• Experience with multi-sided marketplaces and transactional services.
• Degree in Computer Science, Engineering, Business, Design, or equivalent practical experience.