Senior Director, Online Customer Experience and Product Management - Home Services

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The ideal candidate will unify the digital experience across internal and external platforms, navigate organizational complexity, and translate business challenges into a strategic product roadmap that drives growth and maximizes ROI.Key Responsibilities30% Strategy & ExecutionShape and drive the vision and roadmap for the Home Services digital experience, optimizing the full journey for customers, associates, and service providers. Use journey mapping and competitive benchmarks to identify pain points and prioritize high-impact solutions that accelerate growth.30% Planning & AlignmentLead cross-functional teams and business partners to deliver results. Continuously analyze behaviors across customer, associate, and service provider touchpoints to identify opportunities. Ensure operational efficiency, track performance metrics, and maintain alignment with executive priorities.20% Strategic CommunicationFacilitate complex discussions with clear, audience-tailored presentations and journey maps that support stakeholder alignment and informed decision-making.10% Market & Technology AwarenessMonitor emerging trends, technologies, and industry shifts to inform strategy and identify innovation opportunities.10% Leadership DevelopmentCoach, mentor, and develop direct and indirect reports to build high-performing, future-ready teams.Core CompetenciesStrategic & Innovative ThinkingConnects end-to-end experiences and identifies growth opportunities through innovation.Leadership & Business AcumenDemonstrates strong business case development and ROI analysis; builds and scales diverse, high-performing teams.Results OrientationDrives outcomes through structured planning, cross-functional collaboration, and disciplined execution.AdaptabilityNavigates ambiguity and leads through change with resilience and clarity.Strategic Communication & InfluenceCrafts compelling narratives and facilitates decision-making through well-organized presentations and journey mapping.Technical AcumenGuides Product Management and User-Centered Design teams in building strategic roadmaps, including AI applications and emerging technologies.Useful Technical Skills (Not All Required)Data-Driven GrowthSkilled in leveraging data analytics, A/B testing, and traffic analysis to optimize user experience and accelerate growth.Technical AcumenFamiliar with Agile/Scrum methodologies, system architecture (APIs, cloud computing), and adept at translating technical concepts across teams.AI/ML & Emerging TechnologiesStrategic understanding of how to apply artificial intelligence, machine learning, and emerging technologies to enhance digital experiences.Reporting StructureReports to: Vice President, Strategy & OperationsDirect Reports: Up to 3Travel RequirementsTypically requires overnight travel less than 10% of the time.Physical RequirementsMost of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articlesWorking ConditionsLocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum QualificationsMust be 18 years of age or older.Must be legally authorized to work in the United States.Preferred QualificationsDeep expertise in e-commerce or services-based platforms. Strong business acumen, including experience with business case development and ROI analysis. Proficiency in Microsoft Office Suite, Tableau, presentation tools, and analytical/statistical software. Proven ability to collaborate effectively across cross-functional teams. Ability to interpret and draw insights from financial documentation. Demonstrated project management capabilities. Excellent written and verbal communication skills. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $0.00 - $0.00If you have questions about this posting, please contact support@lensa.com