Lead AI Product Manager, Guest Experience
About The Position
About the team At Turo, product managers (PMs) guide the process of prioritizing, building, and shipping world-class consumer products that further Turo's mission of reinventing rental to unlock independence for all. PMs lead the synthesis of customer feedback, data, and business goals into actionable product roadmaps that they develop and execute with their team. The products that we build enable entrepreneurial hosts to thrive, help guests find their ideal car for every journey, and support them before, during, and after their trip. What you will do Own the vision and roadmap for AI-powered experiences that empower guests and hosts to self-serve across their trip journey Design and ship intelligent automation and AI solutions for customers that increase resolution rates, reduce friction, and create delightful support experiences at scale Develop agent-assist capabilities and automations that enable support teams to deliver faster, more accurate resolutions Define and own key metrics for support effectiveness partnering closely with Operations and Strategy & Planning leaders Partner with Analytics and User Research to identify pain points, validate solutions, and measure business impact Develop deep technical understanding of Turo's support technology stack, including how support tools integrate with backend services, data pipelines, and AI/ML systems
Requirements
- 6+ years of product management experience delivering high-impact customer-facing products.
- Rigorous data-driven approach using quantitative and qualitative sources to inform decision-making and independently define primary business metrics.
- Technical depth to understand support tool architecture, API integrations, backend services, and how AI/ML systems work within complex technology stacks.
- Proven ability to lead cross-functional teams to prioritize, build, and ship world-class products.
- Strong judgment to balance competing priorities: customer experience, operational efficiency, technical feasibility, and business impact in high-stakes scenarios.
- Excellent communication skills with mastery of presentation and ability to articulate product direction persuasively across departments and to executives.
Nice To Haves
- Experience with marketplace platforms, AI/ML product development, or customer support technology is highly preferred.
Responsibilities
- Own the vision and roadmap for AI-powered experiences that empower guests and hosts to self-serve across their trip journey
- Design and ship intelligent automation and AI solutions for customers that increase resolution rates, reduce friction, and create delightful support experiences at scale
- Develop agent-assist capabilities and automations that enable support teams to deliver faster, more accurate resolutions
- Define and own key metrics for support effectiveness partnering closely with Operations and Strategy & Planning leaders
- Partner with Analytics and User Research to identify pain points, validate solutions, and measure business impact
- Develop deep technical understanding of Turo's support technology stack, including how support tools integrate with backend services, data pipelines, and AI/ML systems
Benefits
- Competitive salary, equity, benefits, and perks for all full-time employees
- Employer-paid medical, dental, and vision insurance (Country specific)
- Retirement employer match
- Learning & Development stipend to invest in your professional development
- Turo host matching program
- Turo travel credit
- Cell phone and internet stipend
- Paid time off to relax and recharge
- Paid holidays, volunteer time off, and parental leave
- For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
