Customer experience manager h1.location_city

About the Role

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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. Identify strategic opportunities through comprehensive research, market analysis, and a deep understanding of the identity theft protection landscape. Orchestrate the entire lifecycle—from concept testing and validation through research and rapid experimentation, to the launch of minimum viable products (MVPs) for market validation, and ultimately, full-scale rollout and expansion across platforms and geographies. By integrating AI-powered insights and automation, ensure every stage of the journey is focused on creating customer value while enabling teams to operate with greater speed, precision, and impact.
• 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. Collaborate closely with commercial teams to drive acquisition and retention, placing a strong emphasis on Net Promoter Score (NPS) and customer satisfaction metrics.
• 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. Additionally, inform executives of progress, impediments, solutions and opportunities through presentations, memos on a regular basis.
• 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

This role requires a self-starter who enjoys working in a collaborative environment that emphasizes working in small cross-functional teams with UX and engineering teammates as one unit.

• 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, with the ability to clearly articulate the rationale behind data-backed elements versus assumptions.

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 that are aligned with learnings from prior sprints, team goals, and overall product vision.

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.

Salary Ranges:

$150,000.00 - $165,000.00

The pay range depicts a base salary range for all positions except commission-based roles. The pay range for commission-based roles represents On Target Earnings (annual base salary + target annual commission). Additional compensation elements may be offered including an opportunity for bonus incentives and also competitive benefits package. Actual compensation offered will be determined by factors such as the external/internal market demand, location, level, job-related knowledge, skills, and experience.

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. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants.Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.