Director, Digital Product Design
7400 Safelite Way, Columbus, OH+1More Locations
Job description
A Brief Overview
Digital is how most customers first reach Safelite. They arrive in a moment of need, often without knowing their coverage or what their vehicle requires, and they expect to get to a resolution quickly. We’re hiring a Product Manager to drive the strategy and outcomes for our consumer digital experience.
The Digital Product Manager, Consumer Channels is responsible for the strategy, roadmap, and performance of SL.com and the consumer-facing digital journey. This covers the experience for direct-pay and insurance customers, from identifying their need through quote, scheduling, coverage, and service. The end-user is an individual customer who may only interact with us once, in a moment they didn't plan for, and who expects the experience to be easy and fast
This role translates customer needs and business opportunities into product strategy, partnering with the consumer P&L owner and across Digital, Technology, Design, Marketing, Operations, Contact Center, and Analytics teams to deliver measurable outcomes. The Product Manager is expected to operate as a strategic product leader, deeply understanding customer behavior, business value, operational realities, and emerging AI-enabled capabilities to shape products that improve both customer experience and business performance.
What you will do
Own digital product outcomes for the consumer channel
Define and manage product strategy, roadmap, and priorities for the consumer digital experience.
Translate customer needs, business opportunities, and friction points into clear product problems to solve.
Establish success metrics across conversion, self-service completion, customer satisfaction, and support deflection. Track performance after launch.
Make tradeoff decisions based on customer impact, business value, effort, risk, and learning potential.
Balance near-term optimization, foundational platform work, and longer-term innovation across the roadmap.
Improve conversion and the end-to-end customer journey
Own the consumer funnel from first visit through completed booking, removing friction at each step of quote, scheduling, and coverage, and connecting that work to the revenue and margin the consumer P&L owner is accountable for.
Differentiate the experience for direct-pay and insurance customers based on their context and what each needs to reach a resolution.
Reduce drop-off, errors, and support-assisted completions in the consumer journey.
Use behavioral data and customer signal to find the highest-value opportunities to improve conversion and experience.
Shape AI-enabled consumer experiences
Identify where AI creates measurable customer and business value.
Partner with the AI and Agentic product leadership on emerging agentic capabilities and how they apply in the consumer experience.
Define use cases where AI improves customer outcomes, self-service, decisioning, and personalization, grounded in real customer problems with measurable value.
Help translate AI capabilities into clear customer and business outcomes, with attention to data quality, feedback loops, escalation paths, and trust.
Lead through cross-functional influence
Align stakeholders around the problem, opportunity, value, priority, and path forward.
Partner closely with the consumer P&L owner and across Technology, Design, Analytics, Marketing, Operations, and Contact Center teams.
Bring clarity to ambiguous problems and facilitate decision-making when tradeoffs are required.
Operate in a product model with shared outcomes, visible tradeoffs, and continuous discovery and delivery.
Education Qualifications
Bachelor's Degree or equivalent experience Required
Salesforce Certification Preferred
Product Owner Certification Preferred
Experience Qualifications
5+ years of product management, digital product, or related experience, with meaningful time on consumer-facing digital products at scale.
Experience owning digital products from discovery through launch and optimization.
Hands-on use of digital analytics platforms (Quantum Metric, Heap, Amplitude, FullStory, Mixpanel, or similar). You run your own analysis and form your own point of view from the data.
Demonstrated fluency using AI across the product lifecycle: strategy development, discovery, customer signal, analysis, and prototyping. Fluent with tools like Claude, Claude Code, Claude Design, ChatGPT, Cursor, Lovable, and Granola.
Experience with experimentation, A/B testing, funnel optimization, or digital performance improvement
Experience improving conversion in high-intent or high-traffic consumer funnels.
Target Experience
We’re looking for a product leader who has shipped consumer digital experiences inside fast-moving, product-led organizations, and who is energized by helping a company evolve toward that model. The shape of the work matters more than the company name on the resume.
High-intent consumer funnels. eCommerce, booking, quoting, or self-service journeys where conversion and experience are the product. You’ve shipped against real customer behavior and moved the numbers.
Consumer products at scale. High-traffic experiences where small changes matter and where you’ve had to balance customer experience with business performance.
Product environments where you’ve seen real practice work. Dedicated cross-functional teams, real discovery practices, instrumented experimentation, and outcome-based goals. You’ve operated inside that and you know what good looks like.
Pace-setting product cultures. You’ve worked inside organizations that set the standard for how product gets built. Fast cycles, tight feedback loops, and a default to shipping and learning.
Preferred Qualifications
Experience shipping AI-enabled product capabilities. Agents, personalization, automation, or recommendations.
Experience improving both customer-facing and internal associate-facing digital tools.
Understanding of product analytics, VOC, journey mapping, service design, and customer research methods.
Familiarity with APIs, data products, design systems, and modern experimentation practices.
Skills and Abilities
- Product Strategy. Defines where to play, what to prioritize, and how product work creates measurable value.
Customer and Journey Thinking. Understands the full customer journey, from first need through resolution, and can identify friction, unmet needs, and moments that matter.
Business Acumen. Connects product decisions to revenue, margin, conversion, satisfaction, and operational performance.
AI and Data Fluency. Understands how data and AI can enable better experiences, smarter decisions, and more efficient workflows.
Cross-Functional Leadership. Aligns teams, influences stakeholders, and drives accountability without relying on authority.
Experimentation and Learning. Uses testing, analytics, and feedback loops to learn quickly and improve continuously.
Execution Discipline. Moves from strategy to delivery while managing scope, tradeoffs, dependencies, and outcomes.
Strong written and verbal communication. Ability to operate in ambiguity and bring structure to complex problems.
Strong ability to translate business goals and customer needs into product strategy and roadmap.
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
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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.
This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.
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Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
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