Director, Product Management - Member Experience
About The Position
The Director of Product Management, Member Experience defines and executes the vision, strategy, and roadmap for the end-to-end Member journey across Copart’s digital ecosystem. The role drives initiatives to improve Member acquisition, engagement, satisfaction, retention, and lifetime value. It combines customer-centric thinking, business acumen, data-driven decision-making, and cross-functional leadership to create scalable experiences that help Members discover, buy, sell, and manage vehicles across Copart platforms. The Director works closely with Product, Engineering, Operations, Marketing, Customer Service, and executive leadership. The role leads Member-facing products from discovery through launch and ongoing improvement, and manages the Member Experience product team, including coaching and developing Product Managers. The position is based in Copart’s San Francisco office and requires travel to operating locations, Dallas headquarters, and customers as needed.
Requirements
- 8+ years of progressive product management experience, including leadership of complex, customer-facing digital products.
- Experience developing and delivering customer-facing digital products, such as discovery, recommendations, personalization, marketplace, e-commerce, or similar data-intensive products.
- Working knowledge of search relevance, ranking, information retrieval, recommendations, personalization, or machine-learning-driven products.
- Ability to turn ambiguous customer problems into clear strategies, roadmaps, requirements, and measurable outcomes.
- Strong command of product analytics, KPIs, experimentation, prioritization, and data-informed decision-making.
- Experience partnering closely with Engineering, Design, Data, Analytics, Operations, and other business stakeholders.
- Clear, influential communication and sound judgment with senior technical and business leaders.
- Ability to work from Copart’s San Francisco office and travel to operating locations, Dallas headquarters, and customers as needed.
Responsibilities
- Define and communicate product vision, strategy, multi-year roadmap, and measurable outcomes for Member-facing products.
- Build understanding of Member behavior, pain points, and purchasing journeys through research, analytics, experimentation, and direct feedback.
- Prioritize initiatives that advance Member acquisition, engagement, retention, satisfaction, and business outcomes.
- Lead products from discovery and requirements through development, launch, measurement, and continuous improvement.
- Partner with Engineering, UX, Data, Operations, Marketing, Legal, and Customer Support to deliver scalable solutions.
- Translate business and Member needs into requirements, acceptance criteria, prioritized backlogs, and release plans.
- Manage priorities, dependencies, risks, and trade-offs, balancing long-term platform improvements with near-term Member experience gains.
- Ensure solutions are scalable, reliable, secure, accessible, and supportable.
- Define KPIs, dashboards, and reporting for Member engagement, experience, and product performance.
- Align Product, Technology, Operations, Customer Service, Marketing, Finance, and executive stakeholders around shared outcomes.
- Champion the Member perspective in planning, prioritization, and delivery.
- Communicate performance, decisions, risks, recommendations, and learnings to senior leadership.
- Lead, coach, and develop Product Managers, establishing clear ownership, decision rights, quality standards, and accountability.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
