Gen · 20 hours ago
Product Manager – Customer Experience
Phoenix, AZ
Full-time
Onsite
Senior Level
5+ years expGen is a company focused on protecting the personal data of millions from identity theft. The Product Manager will drive an end-to-end customer experience strategy and manage the product lifecycle to enhance customer value while collaborating with cross-functional teams to innovate and launch new services.
Cyber SecurityDigital MediaInformation Technology
Responsibilities
End-to-End Customer Experience: Drive an end-to-end customer experience strategy that leverages AI to unlock productivity and accelerate innovation. Identify strategic opportunities through comprehensive research, market analysis, and a deep understanding of the identity theft protection landscape. Orchestrate the entire lifecycle—from concept testing and validation through research and rapid experimentation, to the launch of minimum viable products (MVPs) for market validation, and ultimately, full-scale rollout and expansion across platforms and geographies. By integrating AI-powered insights and automation, ensure every stage of the journey is focused on creating customer value while enabling teams to operate with greater speed, precision, and impact
Product Lifecycle Ownership: Strategically manage the product roadmap to optimize customer and company value, striking a balance between launching new services and enhancing existing ones. Collaborate closely with commercial teams to drive acquisition and retention, placing a strong emphasis on Net Promoter Score (NPS) and customer satisfaction metrics
Leadership: Lead a group of Researchers, Design, Engineering, Marketing, and other PM peers across teams to innovate, design, spec, and build solutions that align to customer needs to drive growth and retention for the Identity Protection business. Additionally, inform executives of progress, impediments, solutions and opportunities through presentations, memos on a regular basis
Collaboration: Work closely with product leaders to influence overall product vision, strategy and prioritization using qualitative and quantitative data to support your position
Business Case Development: Ability to perform a range of business analytics ranging from problem/root cause identification to defining new business economics. Experience securing resources and funding for products with ROI-based business cases. Proficient in synthesizing insights and making informed decisions in situations where data may be incomplete or unavailable, with the ability to clearly articulate the rationale behind data-backed elements versus assumptions
Product Launches: Proven track record of successfully launching consumer-facing products and features that resulted in significant increases in user acquisition, revenue generation, and/or notable improvements in engagement and adoption rates. Experience with rapid experimentation using prototypes, A/B testing, user story mapping, design sprints, and other product discovery techniques. Proven proficiency in identifying customer challenges – converting them into user stories – prioritizing them in sequence for scrum teams to ensure work focuses on those with maximum value that are aligned with learnings from prior sprints, team goals, and overall product vision
Product Management: Ability to translate the strategic vision into discrete execution steps across engineering and business teams, collaborate with other PM leaders, engineering leaders, and peers across the business group to establish a successful rhythm of continuous execution. Experience in successfully working with new partners and with understanding regulations needed to launch a product. Ability to clearly define different delivery options and their respective tradeoffs
Stakeholder Management: High energy and ability to demonstrate clear vision. Strong facilitation and negotiation skills. Able to take complex data and distill it into a set of easily digestible KPI’s and presentations for the executive team. Ability to build credible relationships and influence with both highly technical stakeholders and non-technical stakeholders
Qualification
Required
A track record of bringing consumer products to market and to achieve business growth over the past 5+ years
Experience working with regulated products and features
Having experience growing a DTC business
Ability to perform a range of business analytics ranging from problem/root cause identification to defining new business economics
Experience securing resources and funding for products with ROI-based business cases
Proficient in synthesizing insights and making informed decisions in situations where data may be incomplete or unavailable, with the ability to clearly articulate the rationale behind data-backed elements versus assumptions
Proven track record of successfully launching consumer-facing products and features that resulted in significant increases in user acquisition, revenue generation, and/or notable improvements in engagement and adoption rates
Experience with rapid experimentation using prototypes, A/B testing, user story mapping, design sprints, and other product discovery techniques
Proven proficiency in identifying customer challenges – converting them into user stories – prioritizing them in sequence for scrum teams to ensure work focuses on those with maximum value that are aligned with learnings from prior sprints, team goals, and overall product vision
Ability to translate the strategic vision into discrete execution steps across engineering and business teams, collaborate with other PM leaders, engineering leaders, and peers across the business group to establish a successful rhythm of continuous execution
Experience in successfully working with new partners and with understanding regulations needed to launch a product
Ability to clearly define different delivery options and their respective tradeoffs
High energy and ability to demonstrate clear vision
Strong facilitation and negotiation skills
Able to take complex data and distill it into a set of easily digestible KPI's and presentations for the executive team
Ability to build credible relationships and influence with both highly technical stakeholders and non-technical stakeholders
Thoughtful and methodical but biased towards action
Excellent communication skills (written, verbal, presentation and interpersonal) to both technical and non-technical audiences
BS/BA in computer science, business or related discipline
Preferred
Experience and passion for consumer technology, online safety, and privacy, is not required but is highly desirable
Company
Gen
Gen is a cybersecurity company that offers security, identity protection, and privacy solutions.
5001-10000 employees
H1B Sponsorship
Gen has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (2)
2022 (1)
2021 (2)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$950M2025-02-13Post Ipo Debt· $950M
2022-11-08IPO
Leadership Team
Rich Matta
General Manager and Head of ReputationDefender
Recent News
2025-12-09
Morningstar.com
2025-12-08
2025-12-05
Company data provided by crunchbase