Senior Product Manager (Sr PM I) - Dealer Customer Experience
Role: The Sr PM of Dealer CX will be responsible for developing the dealer customer experience strategy for Cars.com marketplace in order to improve dealer satisfaction and minimize churn. This Dealer CX PM will do this by obsessing over dealer facing tools, integrations, and value added features that supplement our core listing product offerings in order to increase dealer value delivery/attribution and convenience. The Dealer CX PM will do this by partnering closely with internal stakeholders (particularly Sales and Marketing), other PMs, and cross-functional teams to build products and features that attract new customers and simplify the selling experience for account executives. This includes optimizing the end to end user experience to remove friction, simplifying analytics to deliver more actionable insights, improving available merchandising levers, and providing clarity in regards to the value being delivered from our products.
This role requires a product expert that has expertise in ecommerce/online marketplaces, B2B product building, customer analytics, experimentation, full funnel analytics, SAAS economics/KPIs, and building products across device types (web and app). This PM should also have experience building products for a large, distributed B2B customer base as well as the in-field sales team that supports these customers. This PM must be flexible, adaptable, and embrace ambiguity. The ideal candidate uses analytical tools and data to identify needle moving solutions and has a history of delivering results quickly through iterative, data driven product building. Finally, this PM must have strong diplomacy and communication skills in order to drive collaboration across a broad group of stakeholders to deliver a shared business goal.
Scope: As a Senior Product Manager at Cars Commerce, you will help solve challenges unique to our dual-sided marketplace by leading innovation and value delivery for business critical product(s) while also mentoring other Product Managers. You will work with a cross-functional group of designers, engineers, researchers and analysts, internal stakeholders, and other PMs to influence and execute a best-in-class product roadmap (including defining, validating, and prioritizing epics/initiatives). You will support the definition of product goals and strategy and will advocate core product development principles across the business. You are a creative problem solver, a role model to other PMs, and an executor driven by positive outcomes for our users. You demonstrate trust in and dedication to our vision, mission and values.
Essential Functions:
- Define and deliver the roadmap for your product(s).
- Be a hands on coach, mentor and role model to more junior Product Managers, while also building best in class products for your customers.
- Understand shoppers' and sellers’ problems in detail and ensure the problems are clearly defined and prioritized - making tradeoffs between scope, cost, schedule and business benefits to ensure tech resources are always focused on the highest impact work.
- Consistently deliver high value and impactful work, on schedule.
- Drive real customer and business value that shows up internally and externally, regularly and predictably.
- Collaborate with cross-functional teammates to improve our processes and ensure team alignment towards goals.
- Contribute to team level KPIs/OKRs, define product KPIs/OKRs, and monitor/manage product health and achievement toward those KPIs/OKRs.
- Establish effective, trusting relationships with key internal and external partners.
- Establish yourself as an expert and thought leader in your specific product space.
- Communicate roadmaps, updates and key accomplishments effectively and broadly throughout the organization.
- Work across other internal teams to establish clear interconnected roadmaps to align on intersection points.
Minimum Qualifications:
- Bachelor’s degree in business, computer science/engineering, economics, related field, or equivalent work experience.
- At least 5 years of experience as a product manager for high-impact, high visibility products, with a history of delivering significant outcomes in the B2B domain.
- Experience building customer tools (including user dashboards) to deliver analytical insights, gamify the user experience to deliver improved customer outcomes, and increase product adoption/value attribution.
- Demonstrated in-depth understanding of UX design principles and product experimentation (i.e. A/B testing, User testing, etc.).
- Experience working across the entire product process (strategy through to delivery) with an exceptional grasp of the fundamental principles of product management, lean product development and agile practices.
- Experience building B2B products that facilitate multi-sided user interactions (i.e. supply chain tools that simplify internal and external stakeholder transactions, user tools that simplify and standardize customer and sales rep engagement, etc.).
- A Proven Pioneer: You have a track record of building B2B products that facilitate and optimize outcomes for all users within a multi-sided platform (i.e. supply chain tools that simplify internal and external stakeholder transactions, user tools that simplify and standardize customer and sales rep engagement, etc.). You also have experience optimizing product integration with industry standard tools/systems (i.e. CRM integrations).
- Analytical Adventure: Leverage your expertise in analytical tools (SQL, Redshift, Amplitude, and/or Excel), other major data analytics platforms and languages, and experimentation (Split, other AB testing tools) to analyze product usage, conversion rates, system quality and more.
- Business Insight Savvy: With a solid grasp on financial statements and business line P&Ls, you'll decode the numbers to understand underlying business drivers, guiding strategic decisions.
- Curiously Driven: Your enthusiasm for understanding customers and consumers, growing the business, and digging deep into data is infectious.
- Product Sense Prodigy: You have an innate ability to understand user needs and craft simple, effective solutions, backed by both qualitative (including user testing) and quantitative insights.
- Hungry for Results: You are impatient in all the best ways, with a history of delivering results through iterative, data driven product building.
- Master Communicator/Collaborator: With outstanding communication and diplomacy skills, you build strong relationships, process divergent viewpoints, and persuade stakeholders at all levels.
Nice to Have Qualifications:
- MBA or other advanced degree.
- Experience working in e-commerce, retail, marketplaces, transportation, logistics, or a related sector.
- Experience with Amplitude and/or Split.
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