Position Purpose:

Are you a visionary product leader passionate about transforming customer and associate experiences at scale? Do you thrive at the intersection of strategy, data, and cross-functional collaboration? We are seeking a Director of Product Management to lead the development of a scalable enterprise framework for identifying and resolving friction across the customer journey.

In this role, you will be responsible for designing and operationalizing a framework that continuously uncovers customer pain points and experience gaps across the complex interconnected journey of our customers. You will lead the development of a structured process for gathering, synthesizing, and disseminating insights throughout the organization. This process will involve collaborating with business partners and product teams to prioritize customer experiences and operational efficiency in their initiatives and roadmaps.

Key responsibilities:

Define and champion the vision for enterprise-wide friction discovery and resolution, aligning with broader customer experience and business goals.Build and scale a repeatable framework that integrates customer feedback, operational signals, and behavioral data to identify high-impact friction points.Translate complex, cross-channel data into actionable insights and opportunities, ensuring visibility and alignment across product, operations, and executive teams.Partner with business units, technology teams, and customer experience leaders to prioritize and launch initiatives that address root causes of friction.Establish communication approach and cadences to ensure transparency, accountability, and momentum across workstreams.Attract, develop, and mentor a high-performing team focused on customer-centric innovation and enterprise impact.Define success metrics and track the progress of initiatives to ensure continuous learning and iteration based on outcomes that reduce friction.

Direct Manager/Direct Reports:

Reports to Chief Product and Experience Officer.This role has 6 direct reports.

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:

Expertise in designing and operationalizing products or services that synthesize customer feedback, operational data, and behavioral signals into actionable insights.Proficient in defining and communicating compelling value propositions, success metrics, and measurable outcomes that align with enterprise priorities.Deep understanding of customer journey mapping, friction point identification, and experience optimization across digital and physical touchpoints.Strong communication and storytelling skills, with the ability to influence and align stakeholders at all levels, including executive leadership.Strategic thinker with a track record of shaping and guiding cross-functional execution across business, technology, and operations teams.Proficient in utilizing deep market and industry knowledge relevant to customer insights and customer experience to achieve strategic objectives.Adept at managing strategic partnerships and vendor relationships that support enterprise product and experience goals.Skilled in cultivating and mentoring diverse product talent, fostering a culture of innovation, collaboration, and continuous improvement.

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.

Minimum Years of Work Experience:

8