Staff Product Manager - Customer Channels

We are looking for a Staff Product Manager – Customer Channels to own the strategy, vision, and execution of our customer channels across web, iOS, and Android. This role is accountable for channel penetration, user adoption, and platform reliability, ensuring seamless experiences that drive engagement and retention across markets.

You will operate with influence-based leadership, partnering with other Product leads, Engineering, Design, and Data teams to define channel strategy, enforce performance standards, and diagnose why key channels under-perform. You will balance feature velocity with platform stability, make strategic calls on channel consolidation vs. fragmentation, and ensure our platform is ready for scale.

We're looking for someone with:

• 10+ years in product management, with at least 2 years operating at Staff, Principal, or equivalent level product manager - owning strategy that spans multiple teams or a platform used by others.
• Fluency in mobile and web performance domains: hang/ANR rates, crash-free sessions, Core Web Vitals. Able to challenge engineering decisions with data.
• Experience owning platform or enablement products where success is also measured by the velocity and quality of dependent teams
• Proven ability to drive consolidation decisions across fragmented product surfaces - the ideal candidate has navigated the organisational and technical complexity of unifying experiences.

What you'll be doing:

• Define a clear, measurable channel strategy aligned with company growth objectives, including customer penetration targets and monetization levers by market.
• Diagnose channel performance blockers—distinguish between UX/product issues, market dynamics, and technical constraints.
• Set and enforce performance SLOs (reliability, crash rates, load times) with veto power over features that violate guardrails.
• Make the strategic decision on channel consolidation (unified experience) vs. fragmentation (separate by product vertical), with full data-driven analysis.
• Establish reusable instrumentation, monitoring, and diagnostics that enable autonomous decision-making by product teams.
• Partner closely with platform/infrastructure teams to ensure channels are fast, stable, and ready for major launches and scale events.
• Guide experimentation road-map—hypothesis-driven work on UX, on-boarding, pricing, and positioning to unlock adoption.

Scope

• Channel Strategy: Customer penetration targets, market-specific road-maps, and decision on consolidation vs. fragmentation.
• Platform Reliability: Performance SLOs, crash reporting, monitoring, and enforcement; veto power on risky features.
• Monetization: Cross-channel user value analysis; identify why users behave differently across channels and optimize for revenue efficiency.
• Adoption & Discovery: Onboarding, campaign strategy, and removal of friction points preventing channel adoption.
• Cross-Market Execution: Market-specific diagnostics, localisation strategy, and replicable playbooks for launch readiness.

Success Indicators

• Customer penetration increases quarter-over-quarter across all channels and markets with clear trajectory toward targets.
• Platform reliability targets (hang rate, crash rate, LCP/INP/etc budgets) are defined, base lined and sustained thru major scale events, with product teams autonomously making trade-off decisions using shared frameworks.
• Reusable playbooks, instrumentation, and on-boarding tooling reduce the cost of launching in new markets or scaling existing ones.
• Major launches and peak events (CL, WC, big marketing campaigns) are executed with documented readiness criteria met in advance, not firefighting in real-time.
• Channel strategy decision made and executed; product teams aligned on consolidation vs. fragmentation.