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 value.
• Strong analytical and problem-solving skills, with a track record of using data to inform product decisions and optimize customer journeys.
• Exceptional collaboration skills, with a history of working effectively across Product Design, Engineering, Marketing, Data, Compliance, and Legal teams.
• Outstanding communication and interpersonal skills, with experience presenting to C-suite executives and influencing key stakeholders.
• Mindset:
• Customer-obsessed, with a relentless focus on delivering intuitive, delightful, and high-performing product experiences.
• Adaptable and results-oriented, thriving in fast-paced, agile environments.
• A strategic thinker who can balance short-term wins with long-term product growth and scalability.

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Beautiful Union Square office with a casual dress code
• Learning and wellness subscription stipend
• Company-sponsored 401(k) match

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $230,000 - $300,000. This range reflects our US national compensation (USN). Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. 

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the Americas, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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