Own the end-to-end Service Experience product strategy and roadmap for a two-sided home-services marketplace. Lead AI-powered customer and Pro support, evaluation systems, trust and conflict-resolution policies, and AI-driven experience innovation. Own Contribution LTV and brand-promise metrics, prototype with LLMs, analyze transcripts and data, and influence senior leaders and cross-functional peers without direct reports. Success includes scaling high-quality AI resolution, improving profitability and service outcomes, and delivering an AI experience proof of concept.