Director, Product Management - Customer Journey

Virtual, USA

  • ID: 2022-3060
  • Category: Engineering

Overview

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves 2.2 million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ an estimated 60,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With 50 years of home services experience, the company responds to over four million service requests annually. For details, visit frontdoorhome.com.

Responsibilities

Summary:

As a Director of Product Management at Frontdoor, you will lead a team of Product Managers and set the strategy that drives prioritization, development, execution, and performance of multiple key components of our customer experience. Our Directors of Product Management lead high-performing teams and contribute directly to solving compelling and challenging complex opportunities at the intersection of technology, business, and UX. You and your team will play a critical role in delivering best-in-class end-to-end experiences to unlock powerful, ongoing, and profitable relationships with our customers. You will work closely with Engineering, UX, Sales, Marketing, Operations, Finance, Analytics, and Legal to take the hassle out of owning a home.

Responsibilities:

  • Lead a team that owns multiple product areas end-to-end

  • Assist in setting the long-term product vision, working backwards from customer needs

  • Demonstrates success leading teams and overseeing larger scale product initiatives

  • Develop repeatable and scalable product management practices across the development process

  • Identify the most important customer needs in ambiguous and complex situations to create a full understanding of the product requirements

  • Take a whole-company view in assessing priorities, roadmaps, and tradeoffs

  • Determine, implement, and track Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) for your product areas

  • Exemplify by the Frontdoor House Rules directly and through team members

  • Drive strategic product communications and own customer engagement for significant product releases and issues

  • Impacts long-term strategy with the opportunity for disruptive innovation

  • May own Profit/Loss

  • May include other duties as assigned

Qualifications

Minimum Education, Licensure and Professional Certification requirements: Bachelor’s degree required,Master’s degree preferred

Minimum Experience required: 8+ years’ experience in product development required, including 3+ years’ experience managing resources, projects, and change management

Required Skills:

  • Experience leading teams of various sizes and successful completion of projects that your team has managed

  • Strong analytical and strategic planning skills, particularly when strategies and problems are undefined

  • Ability to make decisions quickly and independently

  • Proven success with multiple product launches

  • Knowledgeable of Scrum and Agile practices

  • Able to understand complex enterprise dynamics and influence decisions and philosophies

  • Experience in delivering technology products/services in a high growth environment

  • Strong communication and interpersonal skills, capable of interacting with customers and Senior Leadership on complex topics.

  • Ability to prioritize and knowledge of how to drive focus and excellence

  • Strong track record of achieving the balance between innovation and strong customer and quality focus

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Job Locations US

ID 2022-3060

Category Engineering

Type Full Time

Company AHS American Home Shield Corp

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Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as AHS Proconnect , an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com.