Sr Product Manager - Digital Care

Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.

At Fanatics, as a global platform, the Digital Care Product Manager will play a pivotal role in transforming how our customers interact with our brand after placing an order.

You will be responsible for managing and optimizing order modifications, chatbot, and voicebot solutions to ensure a seamless, efficient, and satisfying post-order journey for our customers.

We are looking for a candidate with a strong customer and analytical focus.

As the eCommerce Sr. Product Manager for Post-Order Experience, you will :

• Develop and implement self-service features that enable customers to manage their orders. This includes enhancing the self-service order modification framework, and managing the chat and voice bot products.
• Identify pain points and opportunities in the post-order experience through customer feedback, data analysis, and market research.
• Collaborate with customer service teams to ensure alignment between automated solutions and human support.
• Manage multiple stakeholders across the organization.
• Define and manage the product roadmap, setting and continuously managing the right expectations with all relevant stakeholders including the senior leadership team.
• Establish and oversee the requirements definition process to ensure products will achieve desired outcomes of stakeholders and customers.
• Proactively identify and resolve strategic issues that may impair the organization’s ability to meet its strategic, financial, and technical goals.

The successful candidate will demonstrate :

• Experience in eCommerce product management or related roles, with a focus on post-order processes. Identify the jobs to be done, prioritize customer needs, and define alignment to the company strategy.
• Experience with chatbot and voicebot technologies / generative AI, including development, deployment, and optimization a plus.
• Strong analytical skills and experience with data-driven decision-making, including proficiency in data analysis tools and techniques.
• Thorough qualitative and quantitative analysis, obtaining a deep understanding of customer needs and difficulties and estimating the impact of the opportunity.
• Understanding of the market and competitive landscape.
• Excellent communication and collaboration skills, with the ability to effectively influence and align cross-functional teams toward common goals.
• Demonstrated leadership ability, with experience leading and motivating teams to deliver results in a fast-paced, dynamic environment.
• Passion for delivering exceptional customer experiences and a customer-centric mindset.
• Strong strategic thinking and problem-solving skills, with the ability to navigate ambiguity and drive clarity in complex situations.
• Experience working in agile development environments and familiarity with agile methodologies.

Basic Qualifications

• 5+ years designing and delivering world-class software products in a Product Management role. Mass market consumer-focused e-commerce experience is a plus.
• Excellent oral and written communication skills.
• Experience in both leading a team directly and by influence to meet aggressive goals with high judgment applied on how products are built.
• BA / BS required, preferably in a computer science-related discipline or business administration.
• A demonstrated record of partnering with teams across the organization and influencing to achieve business results across multiple teams who may have different goals.
• A knowledge and / or understanding of web applications and / or innovative new product platforms.
• Demonstrated ability to understand and discuss technical concepts, schedule tradeoffs, and opportunistic new ideas with technical and non-technical employees.

Preferred Qualifications

MBA / related credentials are strongly preferred.

The expected salary range for this role is $160,000 - $200,000. This is based on job-related knowledge, skills, and experience.

This role is also eligible for the Fanatics Commerce annual bonus program and an equity award. This salary range is listed in USD and will be determined in part by a successful candidate’s geographic location.

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