Offer summary

Qualifications:

10+ years of product leadership experience in consumer technology or AI/ML platforms., 5+ years leading mobile-first or AI-enhanced products with measurable improvements in customer engagement., Deep expertise in user-centric design and behavioral personalization strategies., Strong analytical thinking and communication skills with experience in cross-functional team management..

Key responsibilities:

Define the member experience strategy for proactive technology care and optimization.

Drive the product strategy for the Member App and digital ecosystem, focusing on AI integration.

Lead a high-performing team of product managers to enhance customer loyalty and engagement.

Collaborate with cross-functional teams to ensure rapid execution and continuous improvement of digital experiences.

Job description

Location: Remote - USA (SF Bay area) or Nashville, TN

Reports to: Sr. Director of Product, Partner Products

Lead the Future of AI-Powered Customer Experience

Asurion is transforming technology ownership through an intelligent ecosystem that safeguards, optimizes, and enhances millions of customers’ digital lives. We’re evolving from reactive tech support into an essential AI-powered technology expert that anticipates needs and delivers proactive care.

As we build toward becoming the world’s most trusted technology subscription platform, we’re powered by Agentic AI—a comprehensive intelligence system that transforms every customer interaction into a personalized, seamless experience that feels like having a dedicated tech expert.

We’re seeking a visionary Senior Director of Product – Member Experience to architect this transformation and define how AI enhances human relationships with technology.

The Opportunity

This is a defining leadership role for Asurion’s next chapter. As Senior Director of Product – Member Experience, you’ll shape the future of AI-powered, concierge-style digital experiences that put mobile-first engagement, intelligent personalization, and proactive lifecycle care at the center of everything we build.

You’ll drive the product strategy for our Member App and digital ecosystem, leading the development of Agentic AI capabilities that function as an always-available tech expert—one that doesn’t just respond to problems but prevents them. You’ll build and lead a team of product managers focused on creating experiences that drive customer loyalty, engagement, and long-term subscription growth.

What You’ll Build

Strategic Vision & Leadership

Define the member experience strategy that positions Asurion as the essential platform for proactive technology care and optimization
Shape the Member App evolution into a personalized, always-on tech concierge that helps customers get more value from their technology investments
Translate AI capabilities into customer experiences that feel natural, valuable, and indispensable in daily life

AI-Powered Platform Innovation

Drive Agentic AI integration across the complete member journey—from intelligent conversations to predictive tech care and automated device optimization
Partner with AI/ML and engineering leaders to deliver autonomous tech services including performance monitoring, proactive diagnostics, and intelligent recommendations
Scale personalization capabilities that adapt dynamically to household profiles, usage patterns, and evolving technology needs

Digital Ecosystem Leadership

Transform digital platforms (asurion.com, ubif.com) into unified, intelligent hubs that showcase the full value of our subscription services
Create seamless omnichannel experiences that deliver consistent value whether customers engage through app, web, or physical touchpoints
Establish platform standards that enable rapid innovation while maintaining exceptional user experience quality

Team & Organizational Impact

Lead and develop a high-performing team of product managers specializing in mobile engagement, AI features, and digital infrastructure
Drive cross-functional collaboration with data science, customer experience, marketing, and operations teams to ensure rapid execution and continuous improvement
Champion platform-thinking across the organization, creating reusable solutions that accelerate innovation and scale efficiently

What You Bring

10+ years of product leadership experience with demonstrated success in consumer technology, AI/ML platforms, or subscription-based digital services
5+ years leading mobile-first or AI-enhanced products that delivered measurable improvements in customer engagement and business performance
Deep expertise in user-centric design with strong background in behavioral personalization and digital lifecycle engagement strategies
AI product experience working with intelligent agents, recommendation engines, or AI-enhanced technologies in high-scale consumer environments
Strategic leadership capabilities with excellent analytical thinking, communication skills, and cross-functional team management experience

Why This Role Matters

Pioneer the future of tech support: Transform how millions of people interact with and benefit from their technology through intelligent, proactive care
Drive industry transformation: Lead Asurion’s evolution from reactive support to predictive, AI-powered technology empowerment
Build lasting customer relationships: Create digital experiences that generate genuine loyalty and long-term subscription value
Shape cutting-edge AI applications: Work with advanced AI technologies and talented teams to solve real customer problems at scale