Lead Product Manager, Consumer Experience
Key details
- Location
- United States
- Work style
- Remote
- Level
- Lead / Staff+
- Job type
- Full-time
- Experience
- 6–9 yrs
- Function
- Product / Program management
- Focus area
- other
- Posted
- 1h ago
Skills
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Product Manager, Consumer Experience based in the United States.
The Lead Product Manager will own and shape the end-to-end consumer experience for a rapidly growing digital marketplace in the home and outdoor services sector. This is a strategic, hands-on individual contributor role focused on strengthening customer relationships beyond the initial purchase and driving long-term retention. You will define the product vision and roadmap across the entire customer journey, from onboarding and service discovery to scheduling, personalization, and win-back strategies. A key priority will be leveraging AI to create more intelligent, personalized experiences tailored to individual households. Working closely with engineering, design, data science, marketing, and operations teams, you will turn customer insights into impactful product innovations. This is an exciting opportunity to influence a major product area, drive measurable business growth, and help shape the future of AI-powered consumer experiences.
Accountabilities:
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Own the end-to-end consumer product experience, from the first booking through the entire customer lifecycle, ensuring a seamless and engaging journey.
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Define and execute the product vision, strategic direction, and roadmap for customer-facing digital platforms, including web portals and mobile applications.
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Improve onboarding experiences to build customer trust and encourage long-term engagement.
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Enhance search, discovery, and cross-selling capabilities to help customers identify relevant services and discover additional solutions.
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Develop personalized experiences based on household characteristics, property information, customer preferences, seasonal needs, and behavioral insights.
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Optimize scheduling functionalities, including service skips, rescheduling, and frequency adjustments, to reduce friction and improve satisfaction.
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Improve cancellation and win-back journeys through targeted retention strategies and customer-focused solutions.
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Strengthen communication and expectation alignment between customers and service professionals through better property information, service details, and data sharing.
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Identify opportunities to integrate AI-powered and agentic capabilities into the consumer experience, evaluating their value, reliability, and potential impact before deployment.
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Collaborate with engineering, design, data science, marketing, and operations teams to prioritize initiatives and deliver scalable product improvements.
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Work closely with the Product Manager responsible for the service professional experience to ensure customer-side improvements also benefit the broader marketplace.
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Use product analytics, customer feedback, funnel analysis, and retention data to identify opportunities and measure performance.
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Define and monitor key success metrics, including customer retention, lifetime value (LTV), customer satisfaction (CSAT), and marketplace performance.
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Establish a clear 1–2-year product vision and deliver an actionable 6–12-month roadmap, translating strategic priorities into measurable results.
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At least 6 years of product management experience, with a strong background in consumer-facing products and demonstrated experience launching and scaling B2C solutions.
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A proven track record of delivering exceptional product outcomes, with clear ownership of strategic decisions and measurable business impact.
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Demonstrated experience building and launching AI-powered consumer products, including agentic or AI-based experiences used by real customers.
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Strong understanding of personalization strategies and the ability to create tailored digital experiences based on customer behavio
Requirements:
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