Product Director, Consumer Channels

A Brief Overview

Safelite is the leader in auto glass service, continuously raising the bar for experiences that are easy, fast, and done. Digital is central to that ambition and to how we serve consumers, clients, and colleagues.

We are seeking a Digital Product Director, Consumer Channels to lead the strategy, roadmap, and performance of Safelite's consumer digital experiences. This includes the direct-pay and insurance journeys across discovery, quote, coverage, scheduling, payment, and service.

Reporting to the VP, Digital Product, you will lead the consumer digital product portfolio and the product managers responsible for it. You will connect customer behavior, growth strategy, business performance, and emerging technology to identify high-value opportunities and translate them into clear product direction and measurable outcomes.

This is a hands-on product leadership role. You will set direction across the portfolio while staying close to customer behavior, product performance, and the work itself. You will develop product talent, raise the quality of product practice, and ensure the team is investing in the opportunities that create the greatest customer and business value.

What you will do

• Lead the consumer product portfolio
  • Define the product strategy, roadmap, and investment priorities for Safelite’s consumer digital experiences.
  • Identify and prioritize high-value opportunities by connecting customer needs, behavioral signals, business performance, and emerging capabilities.
  • Translate those opportunities into clear product direction, priorities, and measurable outcomes.
  • Make portfolio tradeoffs across customer value, business impact, evidence, effort, risk, and learning potential.
  • Balance performance optimization, foundational capability, and longer-term innovation across the portfolio

• Drive growth and journey performance
  • Lead the digital journey from initial need through quote, coverage, scheduling, payment, and service.
  • Identify where friction, uncertainty, or unnecessary effort is limiting conversion, self-service, or customer confidence.
  • Connect product decisions directly to revenue, margin, conversion, satisfaction, and operational performance.
  • Use behavioral data, research, experimentation, and customer signals to identify the highest-value opportunities for improvement.
  • Partner with Pricing, Marketing, and business leaders on how pricing, offers, payment options, and other commercial levers appear within the experience.

• Build an AI-enabled product practice
  • Establish how the team uses AI across discovery, analysis, synthesis, prototyping, experimentation, and product decision making.
  • Use AI-native tools to analyze customer behavior and interactions at scale, surface patterns, investigate performance, and identify emerging opportunities.
  • Help teams move quickly from signal to hypothesis to evidence while maintaining strong product judgment.
  • Build fluency across the team so AI becomes part of how product managers work, not a separate capability or occasional tool.
  • Stay current on emerging AI capabilities and determine where they can materially improve the consumer journey or the way the team works.

• Shape AI-enabled consumer experiences
  • Identify where AI can create meaningful customer and business value across the consumer journey.
  • Partner with agentic product leadership to determine how conversational, agentic, predictive, and adaptive capabilities should integrate into the broader consumer experience.
  • Define opportunities where AI can improve self-service, decision support, personalization, and service outcomes.
  • Ensure AI-enabled experiences are grounded in customer value, measurable outcomes, appropriate controls, and clear expectations.
  • Connect emerging AI capabilities to the broader product roadmap rather than treating them as standalone features.

• Lead and develop the product team
  • Lead, coach, and develop product managers responsible for areas within the consumer portfolio.
  • Set a high standard for product judgment, customer understanding, analytical fluency, experimentation, and execution.
  • Develop product managers who can form an independent point of view from customer behavior, data, research, and business performance.
  • Create ways of working that support continuous discovery and delivery while maintaining clarity around outcomes, priorities, and accountability.
  • Stay close enough to the work to challenge assumptions, raise the quality of decisions, and help teams navigate difficult tradeoffs.

• Lead through partnership
  • Operate as a close partner to Design and Engineering in shaping product strategy, priorities, and outcomes.
  • Partner across Marketing, Pricing, Analytics, Technology, Operations, Contact Center, and business leadership to connect the digital experience to the broader service.
  • Align teams around opportunities, priorities, measures of success, and the decisions required to move forward.
  • Bring structure and clarity to complex product decisions when customer, business, technology, and operational priorities compete.

• Performs other duties as assigned

• Complies with all policies and standards

Education Qualifications

• Bachelor's Degree or equivalent work experience Required

Experience Qualifications

• 7-9 years of product management or digital product experience, including significant ownership of consumer-facing digital products at scale. Required

• Experience leading and developing product managers, with a track record of raising product judgment and team performance. Required

• Experience owning digital products from strategy and discovery through launch, measurement, and continuous improvement. Required

Skills and Abilities

REQUIRED

• Demonstrated success improving high-intent consumer journeys such as commerce, booking, quoting, scheduling, or self-service.
• Strong analytical fluency and hands-on experience using digital analytics platforms such as Quantum Metric, Heap, Amplitude, FullStory, Mixpanel, or similar.
• Demonstrated fluency using AI across product strategy, discovery, research synthesis, analysis, prototyping, experimentation, and optimization.
• Experience using AI-native tools to investigate customer behavior, product performance, and emerging opportunities.
• Strong experience with experimentation, A/B testing, funnel optimization, and evidence-based product decision making.
• Ability to connect customer needs, behavioral signals, business strategy, and technology capabilities into clear product direction and investment priorities.
• Experience working in continuous discovery and delivery environments where learning actively shapes the roadmap.
• Strong written and verbal communication and the ability to create clarity in complex, ambiguous product environments.

TARGET EXPERIENCE

• We are looking for a product leader who has led consumer digital experiences where customer behavior and business performance are tightly connected.
• You have owned high-intent journeys such as commerce, booking, quoting, scheduling, or self-service and can show how product decisions changed conversion, revenue, satisfaction, or customer effort.
• You have worked in environments where pricing, offers, payment options, and other commercial decisions are part of the product experience, not separate from it.
• You also know what strong product practice looks like. You have worked with dedicated cross-functional teams, continuous discovery, instrumented products, experimentation, and outcome-based goals, and you have helped raise the maturity of the product organization around you.
• Relevant experience may come from marketplaces, on-demand services, travel and hospitality, omnichannel retail, home services, financial services, modern automotive experiences, or other businesses where digital demand connects to real-world service delivery.

PREFERRED QUALIFICATIONS

• Experience shipping AI-enabled, conversational, agentic, predictive, or personalized product capabilities.
• Experience leading products that span both customer-facing and employee-facing digital experiences.
• Experience with behavioral analytics, voice of customer, journey analysis, service design, and customer research methods.
• Familiarity with APIs, data products, design systems, experimentation platforms, and the technical foundations of modern digital products.
• Experience with products where digital conversion connects directly to operational capacity or service fulfillment.

CORE CAPABILITIES

• Product Strategy. Turns customer, business, and technology signals into clear product choices, investment priorities, and measurable outcomes.
• Consumer Journey Leadership. Understands the end-to-end journey and identifies where product can materially improve customer behavior, confidence, and outcomes.
• Growth and Business Acumen. Connects product decisions to conversion, revenue, margin, satisfaction, and operational performance.
• Opportunity Identification. Uses customer behavior, evidence, and business context to identify and prioritize high-value opportunities.
• People Leadership. Builds strong product managers and raises the quality of judgment, execution, and product practice across the team.
• AI-Enabled Product Leadership. Uses AI directly to improve how the team learns and to identify where intelligent capabilities can create customer and business value.
• Experimentation and Learning. Uses analytics, testing, research, and feedback loops to improve decisions and product performance continuously.
• Cross-Functional Leadership. Aligns Product, Design, Engineering, Marketing, Pricing, Operations, and other partners around shared outcomes.
• Execution Discipline. Turns strategy into sustained product progress while managing priorities, dependencies, risk, and performance.

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.