Senior Product Manager, Core Experience

Ingenio•San Francisco, CA

1d•Hybrid

About The Position

Ingenio’s US Marketplace, Keen, is seeking a Senior Product Manager to own the customer experience after the first paid conversation. The role focuses on turning the product’s rebrand and redesign into measurable improvements in retention, revenue per customer, and customer lifetime value (CLV). The successful candidate will own the journey that turns a customer’s first interaction into a lasting relationship, helping customers find the right advisor, build trust, and return. The initial focus is improving retention after the first conversation by optimizing advisor discovery and ranking, funding and packaging experiences, and the factors that bring customers back. The role will establish targets and run experiments measuring week-1 return rate, month-1 retention, repeat purchase rate, and revenue per customer. Over time, the Senior Product Manager will own the broader customer experience, including matching, personalization, AI-powered features, loyalty, trust, and re-engagement, while defining Keen’s Core Experience strategy and roadmap. This is a senior role on a growing team of four across Product and Design, with meaningful ownership, direct access to leadership, and visible business impact. The position also contributes to improving how the team forms hypotheses, evaluates experiments, and makes product decisions. The role requires working from Ingenio’s San Francisco office at least three days per week, Tuesday through Thursday.

Requirements

At least 6 years of product management experience in B2C, subscription, or two-sided marketplace products, with direct ownership of retention, engagement, or monetization.
Demonstrated business impact improving retention, repeat purchases, or revenue per user, with measurable results and a clear understanding of what drove them.
Deep experimentation expertise, including long-term cohort measurement and experience establishing experimentation standards across teams.
Experience shipping and evaluating search, ranking, recommendations, matching, or personalization products with probabilistic outcomes.
Strong analytical skills across cohort retention, CLV, ARPU, and payback, with hands-on experience in product analytics, feature flagging, and financial modeling.
Strong product and design judgment, particularly for high-trust consumer experiences where presentation influences customer confidence.
Ability to translate quantitative and qualitative insights into compelling product strategies, investment decisions, and measurable outcomes.
AI fluency, including shipping AI-powered customer experiences and using AI tools to improve personal productivity.
Valid work authorization; the role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or other visas.

Nice To Haves

High ownership, bias toward action, and ability to influence cross-functional teams and leadership through data-driven decisions.
Experience with payments, wallets, credits, or pay-per-minute pricing.
Experience building loyalty, rewards, or re-engagement programs that improve retention.
Two-sided marketplace experience, particularly where supply quality influences customer outcomes.
Experience partnering with lifecycle marketing or CRM teams and tools.
Experience contributing to major product, platform, or brand transformations.
Experience mentoring or managing Product Managers.

Responsibilities

Drive week-1 return rate, month-1 retention, repeat purchase rate, and revenue per customer, with customer lifetime value as the overarching metric; set targets, build underlying models, and report weekly to leadership.
Define the Core Experience strategy and roadmap using cohort data, customer insights, and unit economics; prioritize investments, make tradeoffs, and communicate decisions across the company.
Own the customer-facing marketplace experience across web and mobile, including advisor cards and profiles, browsing, search, sorting, favorites, and in-product notifications.
Optimize advisor rankings and recommendations, evaluating quality and impact on 30- and 90-day customer value, not only immediate conversion.
Optimize add-funds flows, pricing, packaging, payments, and repeat-purchase offers; partner with Growth to improve the transition from first purchase to repeat engagement.
Build lifecycle and re-engagement experiences with Marketing and CRM, including week-1 messaging, loyalty, rewards, and AI-powered features that keep customers engaged between sessions.
Design rapid, statistically sound experiments with clear hypotheses, success metrics, and decision criteria; balance short-term gains with long-term value and pivot when results demand it.
Develop customer insights through cohort and segment analysis, customer interviews, usability research, and support data to understand retention drivers.
Partner with Marketplace Success and Data to improve advisor quality, availability, and pricing as drivers of customer retention.
Lead engineers and designers through ambiguous challenges, strengthen experimentation standards, and mentor Product Managers as the team grows.