Director Product Management, Conversational Commerce

About Us

Our mission is simple: we help people. JustAnswer members enjoy round-the-clock access to 12,000+ verified Experts, including doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services.  Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home snack boxes, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

About The Role

We are looking for a Director, Conversational Commerce who will continue our transformation to a conversational customer experience. In six years we have developed Pearl, one of the most sophisticated AI chatbots on the market, conducting more than 5 million conversations each month and converting nearly all the customers for our growing business. In 2020 we began to experiment with Pearl to drive retention and loyalty as well as conversion—and saw similar success. We are looking for a leader to direct our next wave of growth in conversion and retention and help us bring Pearl out of stealth mode and put her in primetime, supported by PR efforts.  

 As the Director of Product of Conversational Commerce, you will assume full responsibility for the P&L of the Pearl initiative, prioritize quarterly and annual plans for your team, present results to the executive team and pitch for additional resources at company-wide leadership conferences twice a year. You will lead a team of Product Managers who are focused on growing the business using conversational commerce strategies across the customer journey’s. You are a combination of product strategist, analytical thinker and problem solver, and world class operational leader. You have a bias toward action and thrive on shipping products that drive results. You are a great problem solver, possess deep customer understanding and empathy, refined product judgment, and inspiring leadership skills.  

Duties and Responsibilities

• Act as the CEO for the Pearl initiative  
• Collaborate and plan strategy with product managers, conversation designers, engineers, analysts, UX and fellow marketers 
• Lead and, coach your team of Product Managers to drive overall strategy for the Initiative 
• Define and Prioritize the roadmap  
• Decide priorities and set OKRs for several full-stack teams according to effort, potential impact and input from the cross-functional team 
• Present for the Pearl initiative at twice-annual planning conferences 
• Devise data-driven strategies to optimize conversions via conversations  
• Develop the long-term roadmap for Pearl post-conversion 

Requirements

• 8+ years of professional experience working in high-growth consumer businesses building products with NLP and chatbot experience 
• 5+ years of managing product teams 
• A revenue-focused orientation with the proven ability to identify opportunities and validate a hypothesis quickly through lean tests 
• Highly strategic and analytical operator, who can prioritize ruthlessly and execute methodically 
• A deep understanding of NLP or direct experience with chatbots 
• Advocate for a great customer experience with a great sense of the customer needs 
• Good communication and writing skills 
• Prior startup experience is a must 
• BS Bachelor’s degree required; MS/MBA preferred