Product Director, Consumer Channels

Safelite

About The Position

Safelite is a leader in auto glass service, aiming to provide easy, fast, and well-done experiences, with digital being central to this ambition. The company is seeking a Digital Product Director, Consumer Channels to lead the strategy, roadmap, and performance of its consumer digital experiences, covering direct-pay and insurance journeys from discovery through service. This role reports to the VP, Digital Product and involves leading the consumer digital product portfolio and its product managers. The position requires connecting customer behavior, growth strategy, business performance, and emerging technology to identify high-value opportunities and translate them into clear product direction and measurable outcomes. It is a hands-on leadership role that involves setting direction, staying close to customer behavior and product performance, developing product talent, and ensuring the team focuses on opportunities that create the greatest customer and business value.

Requirements

Bachelor's Degree or equivalent work experience Required
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
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.

Nice To Haves

Product leader who has led consumer digital experiences where customer behavior and business performance are tightly connected.
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.
Worked in environments where pricing, offers, payment options, and other commercial decisions are part of the product experience, not separate from it.
Worked with dedicated cross-functional teams, continuous discovery, instrumented products, experimentation, and outcome-based goals, and helped raise the maturity of the product organization.
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.
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.

Responsibilities

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.
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.
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.
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, 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.
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.