Sr. Manager, Product Management - Loyalty Products & Customer Engagement

Product Management Sr. Manager, Loyalty Products & Customer Engagement

Position Purpose : The Product Management Sr. Manager, Loyalty Products & Customer Engagement, is responsible for attracting, retaining, and developing top talent focused on assessing market needs and inspiring cross-functional product teams to find the fastest way to achieve value around those needs. This product group is the core engine for driving customer retention and value exchange, owning the core loyalty program engine, customer-facing experiences, and internal associate-facing tools. The Product Management Sr. Manager focuses on guiding and executing the delivery of business value to drive sales, improve efficiency, and improve customer satisfaction through the production of quality products. This includes ensuring that business users can manage complex loyalty program rules, deliver personalized benefits and incentives, and provide internal partners with the essential tools needed to service high-value customer accounts and grow our B2B capabilities. Within their designated enterprise product line, Sr. Managers work closely with teams of developers, designers, and business partners across the Enterprise. They guide in-depth business reviews, communicate and present across all levels of the organization, and support cross-functional product teams focused on optimizing the platform stability, program feature richness, and operational efficiency of the customer engagement ecosystem. The Product Management Sr. Manager leads the strategy to deliver quality products that add value across the loyalty lifecycle. The Sr. Manager is skilled and experienced in generating innovative ideas for growth within their respective areas and across the Product Management organization. They must exhibit the ability to lead managers and their teams, driving change management and process improvement across these core loyalty and operational platforms. The Product Management Sr. Manager often leads senior-level Product Managers and / or leads teams of Product Managers that are responsible for higher-profile, more impactful products.

Key Responsibilities :

40% Strategy & Planning :

• Looks across product teams and feature sets with a focus on alignment and dependencies
• Sets the overall product vision and strategies for the enterprise product thorough an understanding of customer and associate needs, both existing and potential, to provide Home Depot customers and associates with an unparalleled shopping experience
• Applies domain expertise to provide thought leadership and translate vision into action to drive business growth
• Collaborates across the enterprise to create alignment between products to provide a seamless user experience
• Understands financial and business impact of proposed product updates and activities within portfolio; prioritizes updates to support the enterprise roadmap; and allocates funding across the products
• Identifies goals, metrics and appropriate analytics to measure the performance of the product and its individual features, and makes recommendations and refinements to the product based on learnings
• Contributes to and makes recommendations for strategic plans of the key objectives in a timely and fiscally responsible manner
• Participates in and influences development of enterprise technology roadmaps
• Supports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectives

30% Delivery & Execution :

Drives product development by reviewing performance and directing work efforts of product teams to ensure products are aligned with company, stakeholder and end-user priorities

Documents, reviews and validates to meet quality and change control standards

Understands enterprise goals and KPIs to deliver value against them

Resolves issues within or across product teams that may impair teams from delivery of a quality product in order to meet strategic, financial and technical goals

Receives and prioritizes incoming requests from business partners and stakeholders balanced against business strategy, product vision and user needs

Provides guidance on design of products while balancing dependencies and integration with other products across the enterprise

Reviews and analyzes product metrics to inform strategic and tactical product decisions

Makes suggestions to drive operational excellence, create internal customer satisfaction and meet operational metrics

30% People :

Provides leadership, mentoring and coaching to Product Managers

Attracts, retains and develops top talent to build a world class Product Management Team

Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback

Fosters collaboration with team members (Engineering, UX, etc.) to drive value, identify and resolve impediments

Is an advocate of modern software development practices

Advocates for the end user and stakeholder by associating with the product, empathizing with and understanding user needs

Works with the product team to assess progress, disseminate lessons learned, and understand next steps

Manages cross-functional team and stakeholder expectations to execute product strategy

Educates requestors to determine priority based on tangible benefits and / or user experience

Guides junior team members in strategy, alignment, analysis and execution tasks

Participates in and contributes to learning activities around modern software design and development core practices (communities of practice)

Direct Manager / Direct Reports :

Typically reports to the Technology Director, Sr. Director or Vice President.

Travel Requirements :

Typically requires overnight travel 5% to 20% of the time.

Physical Requirements :

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions :

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications :

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Preferred Qualifications :

6-8 years of relevant work experience, at least 5 years in loyalty management systems, rules engines, or similar high-volume customer engagement platforms

Proficiency in managing complex vendor relationships and contract negotiations for enterprise loyalty platforms

Mastery of modern software development product management practices and leading complex product roadmaps using agile methodologies

Mastery of identifying goals, metrics and analytics to measure product value, including customer lifetime value (CLV), redemption rates, and internal tool adoption

Proficiency in guiding more junior team members through Product Management fundamentals (e.g. creating user stories, conducting competitive research) in a professional setting

Mastery of working in a fast paced, fluid environment where priorities shift on a regular basis

Mastery of working as a Product Manager in a modern software development based enterprise environment and overseeing multiple products

Proficiency in communicating with and influencing functional and technical team members at all levels in the organization

Mastery of working as part of a collaborative, cross-functional, modern software design and development team

Proficiency in managing and growing team members in a professional setting

Minimum Education :

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education :

No additional education

Minimum Years of Work Experience :

Preferred Years of Work Experience :

No additional years of experience

Minimum Leadership Experience :

None

Preferred Leadership Experience :

None

Certifications :

None

Competencies :

Attracts Top Talent : Attracting and selecting the best talent to meet current and future business needs

Balances Stakeholders : Anticipating and balancing the needs of multiple stakeholders

Builds Effective Teams : Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals

Business Insight : Applying knowledge of business and the marketplace to advance the organization's goals

Collaborates : Building partnerships and working collaboratively with others to meet shared objectives

Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Cultivates Innovation : Creating new and better ways for the organization to be successful