Senior Director, Product Management & Design - Consumer Experiences

• A strategic product leader with a track record of scaling consumer-facing experiences across mobile, web, in-store, and support, leveraging data-driven insights and ensuring compliance.
• A customer-obsessed innovator who drives cross-functional collaboration to deliver seamless, high-impact experiences that fuel growth.
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip 

Join Zip’s Product Management function and play a pivotal role in shaping world-class, customer-facing experiences across multiple channels in a multi-product environment. If you thrive in a fast-paced, agile environment and are passionate about delivering intuitive, delightful, and high-performing consumer experiences, this is the opportunity for you. You will lead a high-impact team responsible for our direct-to-consumer experiences, spanning mobile, web, in-store, and customer support interactions, serving millions of customers throughout the US.

As the Senior Director, Product Management - Consumer Experiences, you will own the end-to-end customer experience across ZIP’s consumer-facing digital products and services, spanning mobile, web, in-store, and customer support interactions. Your scope includes everything from how customers discover and interact with ZIP across these channels to seamless onboarding and access to our services. You’ll drive strategic priorities, foster cross-channel collaboration across teams, and deliver innovative, cohesive solutions that enhance the customer journey and strengthen ZIP’s competitive position in the market.

Interesting problems you’ll get to solve

• Lead the vision, strategy, design, and execution for all direct-to-consumer product experiences, delivering cohesive, world-class interactions across mobile, web, in-store, and customer support channels in a multi-product environment.
• Own the customer journey from discovery to engagement, ensuring ZIP delivers intuitive, seamless, and effective experiences that align with business goals.
• Collaborate cross-functionally with Product Design, Engineering, Marketing, Data, and Operations teams to deliver impactful customer solutions across all channels.
• Drive customer acquisition, retention, and satisfaction through continuous innovation and optimization of consumer-facing experiences.
• Define, prioritize, and oversee a robust product roadmap that supports growth, enhances customer value, and strengthens ZIP’s brand presence across all touchpoints.
• Develop frameworks for evaluating product performance and customer satisfaction, using data-driven insights to inform strategic decisions and improve experiences.
• Partner with Compliance and Legal teams to ensure customer experiences are secure, compliant, and meet regulatory requirements.
• Act as a key advocate for the customer voice within the organization, championing their needs and driving initiatives to elevate the overall experience with ZIP.
• Present regularly to the executive team, offering insights, strategies, and performance updates to drive alignment and momentum.

What you’ll bring to the team 

• Education & Training:
• Bachelor’s degree in a relevant field (e.g., Business, Engineering, Computer Science). An advanced degree (MBA or equivalent) is preferred.
• Completion of a formal Product Management training program is preferred.  
• Experience:
• 15+ years of product management experience, with at least 5 years leading large scale, consumer facing product experiences.
• Proven track record of delivering exceptional consumer product experiences across multiple channels (e.g., mobile, web, in-store, and customer support).
• Experience leading and scaling multiple product teams, with a strong focus on collaboration and cross functional alignment.
• Demonstrated success in driving innovation and creating cohesive product strategies within a multi-product environment.
• Familiarity with regulated industries, ensuring compliance and security while delivering high-performing products.
• Leadership:
• A strong, charismatic leader with excellent presence, capable of inspiring and aligning teams at all levels.
• Must have a genuine passion for understanding and advocating for the customer, coupled with enthusiasm for tackling challenges head-on
• Proven ability to mentor and develop high performing product managers.
• A data driven decision maker who can balance strategic vision with practical execution.
• Skills & Expertise:
• Deep understanding of consumer fintech product ecosystems and trends, with experience delivering solutions that enhance customer val