About Us
JustAnswer is the leading AI + Human professional services platform, on a mission to revolutionize how people access expert help. Since 2003, we’ve connected millions of customers across 196 countries with verified professionals in real time—anytime, anywhere. With a powerful combination of human expertise and cutting-edge AI, we’re transforming the future of professional services.
Rooted in boldness, humility, and innovation, we take a data-driven approach to solving complex problems and continuously improving through Lean principles.
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
Remote From these States
California, Florida, Georgia, Idaho, Illinois, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Texas, Virginia, Washington, and Wisconsin.
Pay Transparency
JustAnswer will provide pay transparency information upon application to those in qualifying jurisdictions.
Why Join Our Team
At JustAnswer, we blend the best of AI and human expertise to make a real impact. Our mission-driven culture values bold ideas, continuous learning, and global collaboration. We offer a flexible, remote-first environment with equitable rewards, career growth opportunities, and a supportive community where your contributions truly matter. Join us and be part of something bigger, helping people, one answer at a time.
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!
Our Commitment to an Inclusive Workplace
We welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. JustAnswer is committed to an inclusive workplace. JustAnswer is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
AI Disclosure & Informed Consent
Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information see our AI Disclosure and Consent Policy.
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