[Hiring] Head of Product & Customer Experience @Sequencing

Role Description

As Head of Product & Customer Experience, you will lead a transformation. You will own product strategy, experience design, and roadmap execution across the full customer journey from the moment someone discovers their genome to the ongoing experience of living with that knowledge.

As a core member of the leadership team reporting directly to the CEO, you will build and lead a world-class product organization while helping define the future of personalized health.

What You'll Own

• Product Leadership and Execution
  • Own product vision and roadmap, creating new categories at the intersection of genomics, AI, and consumer health tied to customer impact and revenue growth.
  • Build, train, and retain a high-performing product and design team, setting the bar for product management excellence and ownership.
  • Lead hands-on, driving the decisions and cross-functional work that moves strategy into products customers use, trust, and return to.
  • Establish the processes across Product, Engineering, Bioinformatics, and Design that ship high-quality products without sacrificing speed or scientific integrity.
  • Define success metrics and use analytics and experimentation to drive measurable gains in engagement, retention, and subscription value.
  • Communicate product strategy and trade-offs with clarity and conviction to executives, investors, and partners.
  • Establish Sequencing as the global leader in AI-powered genomic experiences through product decisions that set the standard for the category.
• Customer Experience
  • Own the customer journey from onboarding through lifelong engagement, delivering measurable value at every stage.
  • Translate deep customer understanding into products that simplify complex genomic science into everyday health decisions.
  • Deploy AI to deliver personalized genomic insights that help customers understand risk and act on their health with confidence.
  • Turn genomic data into experiences so intuitive customers can act on their health without understanding the science behind it.
  • Drive subscription engagement and retention by continuously surfacing new value from a customer's genome over time.
  • Partner with Growth and Analytics to improve activation, renewal, and retention through data-driven lifecycle strategies.
  • Set and uphold design and brand standards that build trust and reinforce category leadership across every customer touchpoint.

Qualifications

• 10+ years leading product in high-growth consumer environments with proven impact on engagement, retention, and revenue.
• Track record owning product strategy and roadmap from vision to execution.
• Deep expertise in consumer subscription products, lifecycle engagement, and customer lifetime value.
• Proven ability to build AI-enabled or data-driven products that make complex systems simple and trustworthy.
• Proven success hiring, training, and scaling high-performing product and design teams.
• Hands-on leader equally effective setting vision, developing talent, and executing.
• Fluent in analytics and experimentation with a bias toward action.
• Cross-functional partner who drives alignment across engineering, science, design, and business.

Benefits

• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) with company matching.
• Paid time off.
• Paid volunteer time off.
• Fully remote work with a home office stipend.
• Parental bonding leave.
• Private and confidential clinical-grade whole genome sequencing for you and your family.