Product Manager II

About the Role
As a Product Manager for Customer Support at JustAnswer, you will be creating customer-centric products to enhance satisfaction and drive business growth. Collaborating with the VP of Customer Care, Product Manager will define product strategy, manage the portfolio roadmap, and work cross-functionally to achieve retention and customer care objectives. The position requires proactive, data-driven decision-making, emphasizing lean startup methodologies, A/B testing, and agile development. The responsibilities include leading ideation, technical development, and the launch of tests, interfaces, and features for the customer journey across desktop and mobile web experiences.

What You’ll Do 

• Lead ideation, technical development, and launch of new tests, interfaces, and features for consumer products (mobile web, mobile app and desktop)  
• Build roadmaps for growth - determine and drive conversion rate and LTV through A/B testing and multi-variate testing 
• Lead and drive new features using lean and scrum best practices
• Collaborate with cross-functional teams to identify the biggest areas of opportunity
• Work with the User Research team to understand customer needs and how these needs and pain-points are met
• Use usability studies, data analysis and other primary and secondary research to produce product requirements to improve productivity and product satisfaction
• Define product requirements for minimal viable products (MVPs) and new features/enhancements
• Define and analyze product metrics to inform decision-making and measure success
• Collaborate with Data Analysts to define metrics to measure and understand the performance of their product areas

What We’re Looking For

• 5+ years of B2C product management experience focusing on web and mobile
• Experience leading cross-functional projects 
• Experience with A/B testing and multi-variate testing
• Experience building and scaling a product from the ground up 
• Knowledge of key technologies and ability to converse at a technical level 
• Knowledge of lean and scrum product development
• Knowledge of product metrics and how they interact with and impact other initiatives/business metrics
• Knowledge of app development and app store deployment process
• Ability to do qualitative user research methodologies
• Skill in formulating problem statements to create a product strategy based on domain expertise, market trends, competitive and market analysis
• Skill in scoping and releasing minimal viable products (MVPs)
• Skill in managing early user research programs and requirements gathering

About Us
We are a San Francisco based company founded in 2003. Our mission is simple: we help people.  We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Why Join the Team
With 1,000+ employees, we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together, best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

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!

Work Environment
JustAnswer, India has adopted a remote-first/hybrid work environment in most locations. Some teams occasionally have the option to meet in person for teaming, collaboration, or social events. With employee well-being as a top priority, where legally permissible, employees must be fully vaccinated against Covid-19 to attend these optional in-person events.

Our Commitment to Diversity
At JustAnswer, we embrace workplace diversity. We believe diversity drives richer insights, fuels innovation, and creates better outcomes. We are committed to attracting and developing an engaged and inclusive workforce. Team members from diverse backgrounds and unique perspectives are crucial to the JustAnswer mission of helping all people. Individuals seeking career opportunities at JustAnswer are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.

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