Act as voice of the customer to lead the evolution of SBH’s digital experiences via the ecommerce website, mobile app, and in store and event platforms. Launch new features and functionality to drive innovation and ensure timely identification and resolution of customer service and site operational issues.
% of Primary Duties
Lead team and agency partners in writing requirements, epics, and user stories to execute the product roadmap, including fixes and enhancements. Effectively communicate system issues or points of customer friction and drive to timely resolution. Actively partner with Ecommerce, IT, Marketing, Customer Engagement, Analytics, and agency teams to develop features that drive customer acquisition, engagement, conversion, and satisfaction. Drive conversion rate on the site by responding to critical needs and concerns of external and internal customers, including the ecommerce team and customer service. Prioritize and manage product backlog and priorities for site releases. Ensure team roadmap helps achieve ecommerce business goals. Help your team prioritize, negotiate, and remove obstacles to ensure quality product launches. Lead team in testing and conducting UAT on all digital features. Build out project plans, resource/budget estimates, timelines and resourcing. Serve as the subject matter expert across the digital commerce systems. Track performance, identify improvement areas, and communicate with service providers to troubleshoot. Map out and understand the end-to-end customer journey and the associated KPIs, identifying any client friction points and finding ways to solve them. Identify gap areas, set ecommerce excellence targets and ensure that all relevant SLAs are in place. Develop business cases as needed for new strategic initiatives.
Knowledge, Skills & Abilities 5+ years of Product management & Project Management in Omni channel / Digital Shelf / Ecommerce Experience developing a Digital Enterprise Strategies Results, Data Driven and analytics skills Experience with Objectives and Key Results (OKR), Hypothesis and Experimentation Ability to communicate succinctly (verbal and written) and to all levels in the company Mobile first mindset with proven experience with big data and analytics platforms A strong problem-solver with excellent leadership, negotiation, and decision making skills Experience with Product Development Life Cycle (PDLC), Scaled Agile Framework (SAFe) and related tools Experience with Artificial Intelligence and Machine Learning would be a bonus.
Competencies / Attributes Customer obsessed, phenomenal leader/communicator Bachelor of Computer Science, Business Management, Product Management Demonstrated track record in Data Driven decision making Team player with cross-functional inclusivity mindset Strong detail oriented documentation abilities Product Management Certificate a plus Project Management Certificate a plus Business Analysis Certificate a plus Lean six sigma certificates, or related, a plus
Working Conditions /Physical Requirements
□ The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.
□ The position requires some physical exertion such as long periods of standing; walking; recurring bending, crouching, stooping, stretching, reaching, or similar activities; recurring lifting of moderately heavy items such as shipment or record boxes. The work may require specific, but common, physical characteristics and abilities such as above-average agility and dexterity.
□ The work requires considerable and strenuous physical exertion such as frequent climbing of tall ladders; lifting heavy objects over 50 pounds, crouching or crawling or strenuous physical exertion.