Customer Love Summit Speaker Series: Lauren Chan Lee, Director of Product Management at Care.com

Our second annual Customer Love Summit will take place on July 18th, 2018, and registration is now open. Reserve your spot now! If you’re a leader in mobile customer experience, you won’t want to miss out on this year’s premier, intimate mobile event of the summer.

Whether you’re in product, marketing, engineering, or other, our world-class speaker lineup will have something for everyone working to make the mobile world a friendlier, more impactful place for all. Our speakers will cover a variety of topics including how to measure customer experience, how to drive loyalty, implementing listening mechanisms, how to make sense of all your customer data, the rise of the CXO/CCO, changing team structures, and of course how to earn, value, and measure customer love.

But before the main event, we want to give our community a chance to get to know this year’s speakers. For our second interview, we sat down with Lauren Chan Lee, Director of Product Management at Care.com, to discuss changes in the mobile landscape and pieces of her upcoming Customer Love Summit talk.

Here’s what Lauren had to say!

Q: Tell us a little bit about yourself!

I’m currently Director of Product Management at Care.com, the largest online platform that helps families find high-quality care for their kids, pets, parents, and homes. Like many of you, it’ll be my first time at the Customer Love Summit and I’m looking forward to meeting everyone!

Q: How did you get into product management?

When I was on the Strategy and Corporate Development team at StubHub, I led the market analysis to determine what market we should go into for our first expansion outside of North America. I recommended that we go into UK as our first global market. After my pitch was approved, I was tapped to work directly with the CEO on getting us to launch. I was so proud to see StubHub UK launch in early 2012, and that they’ve now grown to be in over 40 countries worldwide! Launching UK gave me my first taste of stepping out of a strategic role and into an operating role, and I have never looked back.

Q: What career advice would you give your younger self?

A career is not just a linear path, and that’s ok. I didn’t know that I wanted to be a PM when I was graduating from college because I didn’t even know that the role existed. It took a little time for me to work in different roles, learn what I like or didn’t like about those roles, and finally figure out what I wanted to do. I learned a lot from those non-linear experiences and now that I’ve found what I want to do, I can really appreciate it.

Q: What excites you most about the future of mobile technology?

There’s so much potential with mobile that it’s exhilarating to imagine the possibilities. When you commute tomorrow morning, I encourage you to look around for a moment. Whether it’s a bus or train, I’ll bet that what you see is everyone holding a smartphone with their eyes glued to the screen and immersed in their own world. It’s incredibly powerful that mobile devices are such an integral part of people’s lives, and exciting that I get to be a part of creating these experiences.

Q: Have you ever been to Seattle? If so, what’s the one thing you recommend someone do while they’re in Seattle?

I lived in Seattle for a summer, so coming back to visit is always fun for me! I recommend taking a walk along the waterfront all the way from Pike Place Market to the Olympic Sculpture Park. It’s a beautiful view and you can snack on all kinds of fish and chips along the way.

Q: What does Customer Love mean to you?

To me, Customer Love means that you care so deeply about your customers that you don’t even think twice before putting the needs of the customer first. As a product manager, that means not just building a feature because it’s cool technology, but because it’s actually the best way to solve a problem for our users.

Learn more from Lauren and our other incredible speakers by joining us at the 2018 Customer Love Summit. Act quickly as space is limited.

See you there!