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Director of Product At Fixer

Location: Chicago, Illinois

Job Description

Director of Product

Fixer is looking for a multi-dimensional product person to help us with our internal and external projects and propel our company to new heights! Are you the type of person who enjoys diving deep on customer-facing processes and helping identify new tools and ways to make our staff more efficient? This position has a wide breadth of responsibility, and you must be the type of person who works well in ambiguity and rapidly changing company priorities, and able to be flexible with your work assignments and responsibilities.

As our customer demand grows in 2019, this team will need to reorient their processes and tools to stay ahead of the game. The initial focus of this role is to lead the product organization's approach to customer service and dispatch. After this project is complete, the person in this role will help to drive the product roadmap for additional projects as they become a priority and as our company grows.

As the Director of Product, you will be responsible for project managing key initiatives and new process rollouts, analysis and optimization, and managing and enforcing the service and retention processes.

What we're looking for in our ideal candidate:

  • The ability to help facilitate a company-wide understanding of what it means to develop an incredible end-to-end customer experience, focusing primarily on our approach to sales, customer service, and dispatching.
  • Cares deeply about providing magical experiences to customers, and takes a detail oriented approach to doing so.
  • Act as a facilitator, leader, and decision maker within our Concierge team to develop a shared mindset and approach to delivering excellent service.
  • The drive to understand, document and improve on the current state of our concierge team.
  • The skills to work directly with the VP of Product and Executive Team to prioritize problems to be solved, as well as our strategic approach to solving them.
  • Excited to work directly with Fixer's Technology and Operations teams, by breaking down solutions from strategy to implementable units of work.
  • Has experience leading small or large teams through major change
  • The experience to be able to determine whether we have been successful in our initiatives through qualitative and quantitative analysis.

What we value in our ideal candidate:

  • 6+ years experience in product design or management, 4+ years as a people manager
  • You have a proven track record of defining the strategy for large scale product initiatives
  • You know that user experience is driven by real-world user feedback, and don't make decisions on hunches alone.
  • You are strong at prototyping, and have experience making UX Design decisions, in the details.
  • You are analytical, and look to data to help support business decisions.
  • You are a seasoned negotiator and have a leadership presence
  • You have excellent presentation, written, and oral communication skills
  • You have experience with scrum or other agile development methodologies


About Fixer:

Fixer was founded in May 2017 by Mike Evans (co-founder, GrubHub) and a handful of carefully chosen product, operations, engineering and marketing veterans. Fixer brings a modern technological approach to a highly fragmented, traditional industry, and helps urban homeowners, apartment dwellers and landlords get their home repair and maintenance projects done. Currently operating in Chicago, Fixer is unparalleled in providing friendly and professional home repair and maintenance service with transparent hourly pricing, easy online booking and mobile payments to work with customers to get projects done right.

Fixer has a firm commitment to providing exemplary customer experiences (through technology, and professional service) and to creating strong full-time employment opportunities for men and women in the building trades in the communities we serve. Our Fixers are full-time employees receiving salaries and benefits - not independent contractors - who participate in ongoing technical and professional training aligned to our mission.

Fixer has grown by leaps and bounds in its first year and a half of operation. In 2019, we are continuing to grow, as we expand our hiring of men and women and launch our training center. We will be expanding our market footprint aggressively very soon.