Product Manager – Customer Experience

Did you know there is a victim of identity theft every 3 seconds in the US? Companies and Cyberthieves track, target and profile you online; your name, address, websites you visit, location, passwords, bank accounts and credit cards are just some of the pieces of data you can leave behind or expose online. Gen’s Identity team protects the personal data of millions of customers around the world from being abused or stolen.

Working in small, high-energy, driven teams of engineers, designers, go-to-market, and product owners you will develop innovative products to meet the dynamic threat landscape and leverage key technologies like AI to launch new services rapidly. You will be responsible for the end-to-end customer experiences that maximize customer and company value, finding the balance of new product offerings, and the ongoing performance of a suite of services.

What You Will Do in This Role:

• End-to-End Customer
  
  Experience:
  
  Drive an end-to-end customer experience strategy that leverages AI to unlock productivity and accelerate innovation.
• Product Lifecycle Ownership:
  Strategically manage the product roadmap to optimize customer and company value, striking a balance between launching new services and enhancing existing ones.
• Leadership:
  Lead a group of Researchers, Design, Engineering, Marketing, and other PM peers across teams to innovate, design, spec, and build solutions that align to customer needs to drive growth and retention for the Identity Protection business.
• Collaboration:
  
  Work closely with product leaders to influence overall product vision, strategy and prioritization using qualitative and quantitative data to support your position.

What You’ll Need to be Successful in this Role

• A track record of bringing consumer products to market and to achieve business growth over the past 5+ years.
• Experience working with regulated products and features.
• Having experience growing a DTC business.

Business Case Development:

• Ability to perform a range of business analytics ranging from problem/root cause identification to defining new business economics.
• Experience securing resources and funding for products with ROI-based business cases.
• Proficient in synthesizing insights and making informed decisions in situations where data may be incomplete or unavailable.

Product Launches:

• Proven track record of successfully launching consumer-facing products and features that resulted in significant increases in user acquisition, revenue generation, and/or notable improvements in engagement and adoption rates.
• Experience with rapid experimentation using prototypes, A/B testing, user story mapping, design sprints, and other product discovery techniques.
• Proven proficiency in identifying customer challenges – converting them into user stories – prioritizing them in sequence for scrum teams to ensure work focuses on those with maximum value.

Product Management:

• Ability to translate the strategic vision into discrete execution steps across engineering and business teams, collaborate with other PM leaders, engineering leaders, and peers across the business group to establish a successful rhythm of continuous execution.
• Experience in successfully working with new partners and with understanding regulations needed to launch a product.
• Ability to clearly define different delivery options and their respective tradeoffs.

Stakeholder Management:

• High energy and ability to demonstrate clear vision.
• Strong facilitation and negotiation skills.
• Able to take complex data and distill it into a set of easily digestible KPI’s and presentations for the executive team.
• Ability to build credible relationships and influence with both highly technical stakeholders and non-technical stakeholders.

Professional Attributes:

• Thoughtful and methodical but biased towards action.
• Excellent communication skills (written, verbal, presentation and interpersonal) to both technical and non-technical audiences.
• BS/BA in computer science, business or related discipline.
• Experience and passion for consumer technology, online safety, and privacy, is not required but is highly desirable.

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors.