Senior Director, Product Management

About The Role

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. The Sr. Director of Product Management will craft, garner buy-in and execute strategies to optimize the product experience for delightful Customer experiences.  They will work directly with expert operations to understand and deliver next-generation capabilities that bring Professional services into the age of AI. Working closely with the CRM and Customer Care team, the Director of Product Management will customize post-conversion flows and ensure company leaders and stakeholders have visibility into Success' strategies and performance expectations. The Sr. Director of Customer and Expert Success will provide critical feedback to product and the greater business on how JA can meet more of our customers' needs and expand into new and exciting territory opened up by AI.  The Director will be instrumental in removing blockers, fostering cross-functional collaboration, and inspiring a team of product managers to achieve Success objectives with innovation and excellence. 

What You’ll Do

• 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 -- essentially our product offering
• Work with the Customer Acquisition team to meet customer needs and expert opportunities
• Partner with the AI team to understand what themes to present to customers and tailor our post funnel flows accordingly to optimize outcomes and customer satisfaction 
• Collaborate with the CRM team to customize the post-conversion flows using using a deep understanding of our customers 
• Be the voice of the Success initiative - ensure the company leaders and key stakeholders have visibility into the Success strategy, and performance expectations, work cross-initiatives to remove blockers and achieve goals  
• Manage, develop, and inspire your team of product managers  

What We’re Looking For

• 10 years of experience working in e-commerce and high-growth consumer businesses, optimizing conversions at high-traffic sites   
• 5+ years of experience leading and developing high-performing Product teams. 
• Previous experience working closely 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 from Pragmatic, Product School, etc. preferred

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 20 years, we have helped 22 million customers in 196 countries by answering more than 25 million questions. 

Why Join the Team

With 1,000+ employees, we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together, best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

Our JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We're constantly learning, creating, and adapting
• Lean: We focus on customers, using lean testing to learn how to serve them best
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

Perks and Benefits

• Fully Remote Work Environment
• Competitive Pay
• United Healthcare PPO, Kaiser
• FSA and HSA options, including Dependent Care Spending
• Dental & Vision
• Employer paid Long & Short - Term Disability
• Employer paid life insurance
• $75 monthly Remote-Work stipend
• $360 annual Wellness stipend
• $200 per year for registration fees for fitness events, races, and marathons
• Flexible time off
• 11 company holidays
• 401k with company matching
• Paid parental leave
• Charitable donation matching
• JustAnswer subscription with access to 12,000 experts in over 700 categories

And let's not forget having fun! Our Minister of Fun organizes weekly pop-up lotteries for prizes, monthly virtual bingo, trivia competitions, photo contests, puzzles, virtual mixed-team lunches, and spirited company-wide challenges!

Pay Transparency

JustAnswer will provide pay transparency information upon application to those in qualifying jurisdictions.       

Our Commitment to Diversity

At JustAnswer, we embrace workplace diversity. We believe that diversity drives richer insights, fuels innovation, and creates better outcomes. We are committed to attracting and developing an engaged and inclusive workforce. Team members from diverse backgrounds and unique perspectives are crucial to the JustAnswer mission of helping all people. Individuals seeking career opportunities at JustAnswer are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.

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