Own the end-to-end Service Experience product strategy and roadmap for a two-sided home-services marketplace. Lead AI-powered customer and Pro support, evaluation systems, trust and conflict-resolution policies, and AI-driven experience innovation. Own Contribution LTV and brand-promise metrics, prototype with LLMs, analyze transcripts and data, and influence senior leaders and cross-functional peers without direct reports. Success includes scaling high-quality AI resolution, improving profitability and service outcomes, and delivering an AI experience proof of concept.

Own end-to-end lifecycle marketing across three brands, including acquisition, onboarding, retention, reactivation, cross-sell, transactional messaging, copy, campaign execution, testing, and measurement. Build AI-powered segmentation, personalization, automation, monitoring, and experimentation in Braze. Develop messaging roadmaps, improve retention and conversion, apply brand standards across approximately 1,750 templates, diagnose transactional issues, and collaborate with engineering, support, brand, and CRO teams.

Lead and grow a PM team to drive growth, retention, and profitability across a marketplace platform. Build a repeatable multi-service product playbook, prioritize tradeoffs, own roadmap decisions, and define how AI/agents are integrated to serve customers and service professionals.