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Job Summary: 

The Director, Product Management - Global Customer Experience will lead the global digital customer experience across desktop web, mobile web, and native apps. This role will oversee product strategy, roadmap execution, experimentation, and cross-functional delivery for key commerce experiences including Product Detail Pages (PDPs) for new and returning users, User Generated Content (UGC), SEO / GEO / SEM product experiences, Product cards and merchandising surfaces, Product comparison capabilities, Cross-sell and upsell experiences.

Job Expectations:

Product Strategy & Vision

• Define and drive the global product vision, strategy, and roadmap for customer experience initiatives across desktop, mobile web, and native apps.
• Build differentiated shopping experiences that improve product discovery, trust, engagement, conversion, and customer retention.
• Develop customer-centric strategies tailored for both new and returning users throughout the shopping journey.
• Identify emerging industry trends, AI-driven commerce opportunities, personalization capabilities, and competitive differentiators.

Product Ownership Areas

Product Detail Pages (PDPs)

• Own end-to-end PDP experiences for:
• New customer acquisition journeys
• Returning customer engagement and conversion optimization
• Optimize content hierarchy, merchandising, trust signals, personalization, and conversion levers.
• Drive experimentation around pricing visibility, recommendations, bundling, subscriptions, and purchase confidence.

User Generated Content (UGC)

• Lead strategy for ratings, reviews, Q&A, customer photos/videos, and community engagement experiences.
• Improve trust, content quality, moderation frameworks, and conversion impact of UGC.
• Partner with AI/ML teams to enhance content summarization, sentiment extraction, and relevance ranking.

SEO / GEO / SEM Experiences

• Partner with Growth, Marketing, and Engineering teams to optimize organic and paid acquisition landing experiences.
• Drive technical SEO product enhancements including indexing, structured data, internal linking, page performance, and discoverability.
• Support global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiency.
• Collaborate on SEM landing page optimization and conversion funnel improvements.

Product Cards & Merchandising Components

• Own the strategy and performance of product cards across search, category, recommendation, and merchandising surfaces.
• Improve information density, personalization, visual hierarchy, promotional messaging, and engagement metrics.
• Optimize mobile-first browsing experiences and scalable merchandising systems.

Product Comparison Features

• Define and launch product comparison experiences that simplify decision-making and increase customer confidence.
• Build scalable frameworks for feature comparisons, attribute matching, alternative recommendations, and buying guidance.

Cross-Sell & Upsell

• Lead intelligent recommendation and bundling experiences.
• Optimize attachment rates, AOV, and customer lifetime value through personalized recommendations and contextual merchandising.
• Partner with Data Science and ML teams to improve recommendation quality and experimentation velocity.

Leadership & Cross-Functional Collaboration

• Lead and mentor a team of Product Managers and potentially Product Owners across customer experience domains.
• Drive strong collaboration across Engineering, Design, Analytics, Data Science, Marketing, SEO, Merchandising, and Operations teams.
• Establish product development best practices, experimentation rigor, and KPI accountability.
• Communicate product vision, roadmap priorities, and business impact to executive stakeholders.

Data, Analytics & Experimentation

• Define and monitor KPIs including:
• Conversion rate
• Revenue per visitor
• Engagement metrics
• Retention
• AOV
• Search visibility
• Recommendation performance
• Content engagement
• Champion A/B testing and data-driven decision-making across all customer touchpoints.
• Leverage customer insights, behavioral analytics, and market research to prioritize initiatives.

Knowledge, Skills and Abilities:

Required Qualifications

• Proven experience owning large-scale customer-facing digital experiences across web and mobile platforms.
• Strong expertise in ecommerce conversion optimization, merchandising, personalization, and customer journey management.
• Understanding of SEO, SEM, content optimization, and digital acquisition funnels.
• Experience leading global product initiatives across multiple international markets.
• Demonstrated success managing cross-functional teams and influencing executive stakeholders.
• Strong analytical skills with experience using experimentation frameworks and product analytics tools.
• Excellent communication, prioritization, and organizational leadership skills.

Preferred Qualifications

• Experience in high-growth ecommerce, retail, marketplace, or consumer technology companies.
• Familiarity with AI/ML-powered recommendation systems and personalization platforms.
• Experience with mobile app ecosystems and app conversion optimization.
• Knowledge of subscription, loyalty, or retention-focused commerce experiences.

Success Metrics

Success in this role will be measured by:

• Improvements in conversion rate and revenue growth
• Increased customer engagement and retention
• Growth in SEO traffic and acquisition efficiency
• Increased AOV and recommendation-driven revenue
• Faster experimentation velocity and product delivery
• Enhanced customer satisfaction and shopping confidence

Experience Requirements:

Generally requires 12+ years of Product Management experience, including leadership roles in e-commerce or digital consumer platforms.

Education Requirements: 

MBA or advanced degree preferred

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise in the work environment is usually moderate. Other factors are:

• Hectic, fast-paced with multi-level distractions
• Professional, yet casual work environment
• Office / Warehouse environment
• Ability to work extended hours as required

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