General Manager, Services

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

The JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We 're constantly learning, creating, and adapting
• Lean: We focus on customers, using lean testing to learn how to serve them best
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

About The Role

As the GM of Services, you will assume full responsibility for the P&L, strategy, and execution of this new strategic initiative, prioritize quarterly and annual plans for your team, present results to the executive team and pitch for additional resources at company-wide leadership conferences twice a year.

We are looking for a strategic, creative, and analytical GM for our new Services Initiative with a proven record of driving significant, double-digit growth, entrepreneurial mindset, and strong leadership skills.  Our goal is to focus on “STEP”, or Solving The Entire Problem of our customers, to drive more holistic customer satisfaction, retention, and meaningful revenues by extending our services beyond our core offering. Potential examples include extending our expert solution from purely digital to in-home, ecommerce and other services. You will act as the Initiative Leader for a new strategic growth area of the business (think: CEO of the newest initiative at the company) and work cross-initiative and cross-department to monetize a significant percentage of our millions of visitors each month. You will be responsible for defining our SERVICES strategy through a thorough understanding our customer segments’ needs, defining, and prioritizing product enhancements, identifying meaningful partners to fulfill needs, all with an eye to maximize customer satisfaction, retention, and revenue impact. You will prioritize the quarterly and yearly roadmap for your team with input from product/engineering/analytics/UX, present results at regular company meetings and pitch for additional resources at company-wide bi-annual leadership conferences. 

Duties and Responsibilities

• Partner with business leaders to build vision for JustAnswer’s Services Initiative
• Manage P&L 
• Own strategy, testing plan and execution for Services
• Partner with marketing, product, quality, customer service and other parts of the business to understand the needs of our segments
• Partner with the AI team to understand what themes to present to customers and tailor our marketing accordingly to optimize conversions  
• Collaborate with the CRM team to customize the post-conversion flow using themes from the funnel 
• Be the voice of the Services initiative - ensure the company leaders and key stakeholders have visibility into the Services strategy, and performance expectations, work cross-initiatives to remove blockers and achieve goals 
• Manage, develop, and inspire your team
• Champion and negotiate strategic partnerships to deliver more holistic end to end solutions to customers (or something around building comprehensive solutions)
• Identifying customer pain points and opportunities to provide services to solve their entire problem

Qualifications

     Skills

• 10 years of professional experience working in e-commerce and high-growth consumer businesses   
• 5+ years of managing product teams and customer journeys
• Keen understanding and exposure to in-home professional services market, competitors, and potential partners
• A revenue-focused orientation with the proven ability to identify opportunities and validate a hypothesis efficiently through lean testing
• Highly strategic and analytical operator, who can prioritize ruthlessly and execute methodically 
• Experience building and executing partnership strategies
• Ability to size market opportunities and prioritize accordingly
• Impeccable writing/editing skills
• Advocate for a great customer experience with a great sense of the customer needs 
• Prior startup or early-stage experience is a must 
• Bachelor’s degree required; MS/MBA preferred

     Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

     Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

     Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement

Perks & Benefits

• United Healthcare or Kaiser (PPO, POS, HMO, and HDHP to select from)
• FSA and HSA options, including Dependent Care Spending
• Dental & Vision
• Employer paid Long Term Disability
• Employer paid life insurance
• $75 monthly Remote-Work stipend
• $30 monthly Wellness stipend
• Monthly snack boxes delivered to your home
• Flexible paid time off
• 11 company holidays
• 401k with company matching
• Paid parental leave
• Charitable donation matching
• JustAnswer subscription - access to 12,000 experts in over 700 categories!
  

And let's not forget having fun! Our Minister of Fun organizes weekly pop-up lotteries for prizes, monthly virtual bingo, trivia competitions, photo contests, puzzles, virtual mixed-team lunches, and spirited company-wide challenges!

COVID-19 Safety
Our philosophy as a business is to put people’s safety and wellbeing first. In response to Covid-19, JustAnswer US practices 100% virtual recruiting and onboarding processes.
Work Environment
JustAnswer US has adopted a remote-first/full-remote work environment. Some teams do occasionally have the option to meet in-person for teaming, collaboration, or social events. With employee wellbeing as a top priority, where legally permissible, employees are required to be fully vaccinated against Covid-19 to attend these optional in-person events.

#LI-REMOTE