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.
With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), 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 with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer’s 12,000+ verified Experts, and more. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!
The 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!
About The Role
We are looking for a Director, Conversational Commerce who will continue our transformation to a conversational customer experience. In six years we have developed Pearl, one of the most sophisticated AI chatbots on the market, conducting more than 5 million conversations each month and converting nearly all the customers for our growing business. In 2020 we began to experiment with Pearl to drive retention and loyalty as well as conversion—and saw similar success. We are looking for a leader to direct our next wave of growth in conversion and retention and help us bring Pearl out of stealth mode and put her in primetime, supported by PR efforts.
As the Director of Product of Conversational Commerce, you will assume full responsibility for the P&L of the Pearl initiative, prioritize quarterly and annual plans for your team, present results to the executive team and pitch for additional resources at company-wide leadership conferences twice a year. You will lead a team of Product Managers who are focused on growing the business using conversational commerce strategies across the customer journey’s. You are a combination of product strategist, analytical thinker and problem solver, and world class operational leader. You have a bias toward action and thrive on shipping products that drive results. You are a great problem solver, possess deep customer understanding and empathy, refined product judgment, and inspiring leadership skills.
Duties and Responsibilities
Act as the CEO for the Pearl initiative
Collaborate and plan strategy with product managers, conversation designers, engineers, analysts, UX and fellow marketers
Lead and, coach your team of Product Managers to drive overall strategy for the Initiative
Define and Prioritize the roadmap
Decide priorities and set OKRs for several full-stack teams according to effort, potential impact and input from the cross-functional team
Present for the Pearl initiative at twice-annual planning conferences
Devise data-driven strategies to optimize conversions via conversations
Develop the long-term roadmap for Pearl post-conversion
8+ years of professional experience working in high-growth consumer businesses building products with NLP and chatbot experience
5+ years of managing product teams
A revenue-focused orientation with the proven ability to identify opportunities and validate a hypothesis quickly through lean tests
Highly strategic and analytical operator, who can prioritize ruthlessly and execute methodically
A deep understanding of NLP or direct experience with chatbots
Advocate for a great customer experience with a great sense of the customer needs
Good communication and writing skills
Prior startup experience is a must
BS Bachelor’s degree required; MS/MBA preferred
Ability to work both independently and collaboratively
Promote co-creation and encourages others to participate; works smoothly across all levels and departments
Manages time and meetings effectively, properly leveraging managers’ time
Excellent interpersonal and service-oriented skills
Proactively shares appropriate level of information across teams
Actively listens to others and ensures they are understood
- Strong project management and organization skills
Self-starter who is action-oriented and leads by example
High-level of accountability and acts an owner, develops effective short and long-term plans and goals
Provides timely, effective and meaningful feedback that motivates others to improve performance
Builds and/or supports a high performing team; recognizes and rewards achievement