Digital Product Manager - Consumer Channels

Safelite•Columbus, OH

About The Position

Safelite is seeking a Digital Product Manager to lead the strategy and outcomes for their consumer digital experience. This role is responsible for the strategy, roadmap, and performance of SL.com and the consumer-facing digital journey, encompassing direct-pay and insurance customers from need identification through service completion. The ideal candidate will translate customer needs and business opportunities into product strategy, collaborating with various teams including Digital, Technology, Design, Marketing, Operations, Contact Center, and Analytics. The Product Manager will act as a strategic leader, leveraging insights into customer behavior, business value, operational realities, and AI capabilities to enhance both customer experience and business performance.

Requirements

Bachelor's Degree or equivalent experience
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.
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.

Nice To Haves

Salesforce Certification
Product Owner Certification
Shipped consumer digital experiences inside fast-moving, product-led organizations, and who is energized by helping a company evolve toward that model.
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.
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.

Responsibilities

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 by owning the consumer funnel from first visit through completed booking.
Remove friction at each step of quote, scheduling, and coverage, and connect that work to the revenue and margin of the consumer P&L owner.
Differentiate the experience for direct-pay and insurance customers based on their context.
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 by identifying where AI creates measurable customer and business value.
Partner with AI and Agentic product leadership on emerging agentic capabilities and their application in the consumer experience.
Define use cases where AI improves customer outcomes, self-service, decisioning, and personalization.
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 by aligning 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.