Director, Product Management

Director, Product Management, Stores (UBIF)
Location: Sterling, VA, Nashville, TN or Remote - USA

Our UbreakIfix (UBIF) Stores teams are reimagining the technology platform that defines the end-to-end customer journey, powers the technician workflow and drives subscription product sales in our nationwide retail tech repair stores. We invest in cutting-edge technologies and work with some of the most creative people in the world. Our cross-disciplinary teams are innovative, diverse, and collaborative, operating in an agile Product Team model made up of product managers, designers, engineers, researchers, and data scientists.

Position Summary:
As the Director/ Group Product Manager of Product Management - Stores, you will lead the development of a unified software platform that will redefine the customer journey, optimize technician workflows, and drive subscription product sales across our nationwide network of tech repair retail locations.
This role will lead a team of product managers and collaborate across design, engineering, operations, and sales to deliver a modern, scalable platform. The system will power the complete device lifecyclefrom appointment scheduling to check-in, diagnostics, service fulfillment, subscription plan sales, and post-service follow-up ensuring a seamless and high-value experience for both customers and employees.

• Key Responsibilities:
  Product Strategy & Leadership
  
• Define and lead the product vision and roadmap for an integrated platform that enables exceptional customer experiences, efficient technician workflows, and scalable subscription plan sales.
  
• Align platform goals with company strategy to improve operational efficiency, customer satisfaction, and revenue growth.
  
• Establish KPIs, track platform performance, and iterate based on insights from customer data and frontline employee feedback.

• Team & People Management
  
• Hire, lead, and mentor a high-performing team of product managers with domain ownership across customer journey, in-store technician tooling, and subscription sales enablement.
  
• Foster a product culture rooted in continuous discovery, user-centric design, and data-driven decision-making.
  
• Champion career development and cross-functional collaboration within the team.

• Customer Experience & Technician Workflow Optimization
  
• Drive end-to-end service design across store platforms, including appointment scheduling, device diagnostics, service progress tracking, and customer communications.
  
• Ensure technician workflows are intuitive, fast, and context-aware to enhance service delivery and reduce friction.

• Execution & Delivery
  
• Prioritize features and enhancements based on impact, user feedback, and business value.
  
• Champion user research and data-driven decision-making to validate hypotheses and improve usability.
  
• Ensure consistent and efficient rollouts of new platform features across all store locations, incorporating training and support feedback loops.

• Sales Enablement for Subscription Plans
  
• Build integrated solutions that allow technicians to easily quote and explain repair services, drive sales engagement and enroll customers in subscription plans.
  
• Partner with sales and marketing to develop conversion strategies, user flows, and selling tools that maximize attachment rates.
  
• Deliver real-time data and reporting to support offer testing, performance tracking, and upsell optimization.

• Stakeholder Engagement & Communication
  
• Serve as the primary interface between product and executive stakeholders, clearly articulating platform priorities, trade-offs, and outcomes.
  
• Collaborate deeply with engineering, design, store ops, customer support, and finance to ensure cohesive product delivery.

• EDUCATION AND EXPERIENCE:
  Required Education and Experience
  
• 10+ years of product management experience, with at least 4 years in a leadership role.
  
• Proven success delivering complex platforms with both B2B and internal operations-facing components.
  
• Experience in retail, repair services, field operations, or logistics platforms is highly desirable.
  
• Exceptional leadership, communication, and stakeholder management skills.
  
• Expertise in AI, automation, and data-driven personalization to enhance customer experiences
  
• Expertise in Agile product development methodologies and product management tools Notion, Figma, Jira, etc.
  
• Strong analytical mindset with proficiency in metrics-driven prioritization and decision-making.
  
• Demonstrated ability to balance customer empathy with operational needs and technical feasibility.

• Preferred Qualifications:
  
• Familiarity with technician enablement tools, appointment scheduling platforms, inventory/work order systems, POS systems or CRM tools.
  
• Experience in a high-volume, multi-location service environment.
  
• BS Degree in relevant field of study