Senior Product Manager
Senior Product Manager
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Salary Not Disclosed
1 Vacancy
Job Description
About this team
The Digital Product Management team is a key part of the overall Global Digital OMNI & Guest Support Team. This team works to create a uniquely lululemon truly differentiated and elevated guest experience beyond the point of purchase. By focusing on seamless returns exchanges and postpurchase communication experiences this team partners closely with Technology UX Operations and OMNI teams to enhance customer satisfaction and loyalty
A day the life: what youll do
- Responsible for understanding how postpurchase experiences align with the overall business and guest support strategy including identifying what guest/business problems need to be solved and what inputs are required.
- Responsible for creating and owning the product vision strategy and roadmap for postpurchase features such as selfservice returns and exchanges communication touchpoints and fulfillment updates.
- Document highlevel requirements acceptance criteria and KPIs that push the product strategy forward and achieve key objectives related to posttransaction guest engagement.
- Attend participate in and lead agile ceremonies to demonstrate completed postpurchase features collaborating with stakeholders across OMNI digital and technology teams.
- Make datainformed decisions based on customer feedback analytics benchmarks return/exchange rate trends and emerging best practices in postpurchase experiences.
- Measure and report on the success of postpurchase features and enhancements including their impact on guest satisfaction (CSAT) Net Promoter Score (NPS) and I/O reduction goals.
- Collaborate with developers and business analysts to iterate on postpurchase solutions ensuring a perfect balance of customer & business value and level of effort.
- Define the size of postpurchase features and participate in sizing sessions.
- Ensure a continuous cycle of feedback from stakeholders and guests is integrated into postpurchase product planning and development including backlog grooming and prioritization activities.
- Collaborate with business stakeholders and other product managers to align postpurchase features with OMNI strategies such as instore returns and exchanges.
- Partner with the technology team on training and rollout of new postpurchase features to business users including enhancements for postpurchase communications like order status updates or return confirmations.
- Identify and lead change management activities to support rollout to impacted stakeholders for postpurchase tools and processes.
Qualifications
- 5 years of digital product management experience with an emphasis on delivering guestfacing applications or customer service applications.
- Up to 3 years of relevant experience will be considered in lieu of product management experience.
- Experience with digital technologies ecommerce payments and mobile applications
- Preference for candidates who have experience working on products with end users outside North America on an Agile Scrum team and familiarity with Salesforce Commerce Cloud
- Strong core consulting skills (demonstrated track record of quality delivery interpersonal and crossfunctional relationship skills)
- Exceptional written and verbal communication skills
- Demonstrated experience in developing and delivering executive level presentations
- Ability to drive results independently but thrives in collaborative environments
- Has a deep desire to learn and improve by seeking accepting and acting on productive feedback
- Desire and ability to learn quickly and work in an agile environment
- Demonstrated leadership; mentorship visionary clarity of purpose motivated relentless execution
- Experience leading product teams with diverse range of skill sets locations and direct and indirect reporting relationships
Must haves
- Acknowledge the presence of choice in every moment and take personal responsibility for your life
- Possess an entrepreneurial spirit and continuously innovate to achieve great results
- Communicate with honesty and kindness and create the space for others to do the same
- Lead with courage knowing the possibility of greatness is bigger than the fear of failure
- Foster connection by putting people first and building trusting relationships
- Integrate fun and joy as a way of being and working aka doesnt take yourself too seriously
Employment Type
Full Time
