Senior Digital Product Manager

Who you are

• The ideal candidate has digital product management experience in the second half of the customer journey: everything after the order is placed, including order tracking, returns and exchanges, accounts, self-service support, personalization for returning customers, and the surfaces a repeat customer sees first
• Motivated by the retention problem at a brand with no loyalty program. The levers here are product, experience, and timing rather than points
• You have a point of view on personalization: which signals earn a changed experience, and where personalization stops being useful and starts being intrusive
• You get results through an external team as comfortably as through your own engineers
• Happy owning an experience without owning the systems under it. You get what you need from platform partners through clarity about the customer outcome rather than by taking over their roadmap
• You read cohort and funnel data yourself before asking an analyst for a pull
• A proactive communicator who shares context early and brings the right people in at the right time
• Belief in our mission and understand the importance of giving-back
• Digital product management experience with meaningful time on post-purchase, accounts, retention, personalization, subscription, or loyalty surfaces in DTC or eCommerce
• A track record of moving a repeat or retention metric with measurable, sustained impact
• Experience directing an agency or external development partner to ship customer-facing work, owning the outcome rather than the status report
• Strong experimentation practice: A/B tests run end to end, scoped properly, with findings reported in a way building confidence in the methodology. Hands-on with product analytics and experimentation tooling (for example Optimizely, GA4, Contentsquare, Looker)
• Technical fluency in how site experience surfaces are built and rendered: templates, content models, component reuse, and how personalization rules reach a live session. Enough to partner credibly with Engineering on what is feasible in-session versus what needs precomputing

What the job involves

• We are looking for an analytical, customer-obsessed team player to join our Digital Product team as our Senior Digital Product Manager – Retention & Post-Purchase, reporting directly to our Head of Digital Product
• This is an opportunity to own a mission from the start, leading a dedicated group of engineers and designers to turn a completed purchase into the next one. We are standing this team up now, and the post-purchase work running inside other teams today transfers to you. Your first big bet comes together with the Head of Digital Product, since we have few learnings in this space so far
• After that ramp, the strategy is yours: discovery, hypotheses, and the iteration roadmap. The mandate is the customer-facing experience end to end. The platform underneath it (identity, customer and order data, internal agent tooling) sits with dedicated platform teams you partner with rather than own
• Own the end-to-end product strategy and roadmap for post-purchase, retention, and returning-customer surfaces, including order tracking, returns and exchanges, the account experience, order history, self-service support, and personalization
• Move the team north star: sessions returning to a meaningful product interaction within 30 days of a purchase. Own the input metrics beneath it (repeat rate, account creation and login rate, self-service resolution rate, post-purchase surface engagement) and report on them
• Own personalization for returning customers. Define what a repeat session sees and the rules behind it (reorder, size and fit memory, recently purchased, replenishment timing), working from the customer and order data our platform teams expose, and prove which rules earn their place
• Treat the post-purchase journey as one product surface rather than a set of vendor screens, including self-service returns, exchanges, and order status, with a stated target for support contacts avoided and no loss in customer satisfaction
• Direct our checkout optimization agency: set the roadmap, prioritize the test pipeline, review and approve the work, and communicate results internally. Checkout completion stays your metric even though an external team builds against it
• Serve as the primary product partner to Retention and CRM so on-site surfaces and lifecycle messaging (email, SMS, Braze) run as one journey instead of two roadmaps
• Run discovery alongside delivery and own A/B tests end to end: define hypotheses, size and monitor experiments, report findings, and write down the results, including the ones proving an idea wrong

Benefits

• 100% Employer-Paid Healthcare
• Annual Bonus
• 401K Matching
• Unlimited Vacation
• Hive Hangouts
• Health & Wellness Reimbursement
• Educational Assistance
• Company Retreats
• Community Events
• Company Equity
• Dog-Friendly Office
• Pre-Tax Commuter Benefits