What are the responsibilities and job description for the Principal Product Manager, Customer Experience position at REI (Recreational Equipment Inc.)?
Overview:
Our product managers help drive our product vision and bring to life experiences that are inspiring, inclusive, human, purposeful, and trustworthy.
The CX Strategy team is looking for a seasoned Principal Product Manager set the course for key cross-channel customer journeys—including our foundational offering; the REI Co-Op Membership. In this role, you’ll drive overarching strategic vision, roadmap, and discovery to evolve the customer experience. This work will focus on core experiences delivered across multiple channels by a number of teams. As such, product management for the end-to-end customer journey requires a deft touch—painting a big picture, then motivating and influencing work across teams to bring CX strategy to life in stores, on web and mobile, and through multiple marketing channels.
In addition to other product teams, you'll work with enterprise and domain experts, UX/CX leaders and other directors, executives and stakeholders across the Co-op.
You'll join a fast-paced, growing, and passionate community where you'll be empowered to model a strategic product/service mindset, define best practices, and foster a customer-focused test & learn culture. We're confident this approach will deliver experiences that best represent and serve the mission of the Co-op.
Responsibilities:
Required Skills & Experience
Preferred Qualifications
Closing:
REI is a different kind of company. As a co-op, we put purpose before profits and act in the long-term interests of our members. We believe time outside is fundamental to a life well lived, and as a member of the Customer Experience (CX) Strategy team, you’ll contribute to REI’s mission to connect every person to the power of the outdoors and engage them in the fight to protect it.
Our product managers help drive our product vision and bring to life experiences that are inspiring, inclusive, human, purposeful, and trustworthy.
The CX Strategy team is looking for a seasoned Principal Product Manager set the course for key cross-channel customer journeys—including our foundational offering; the REI Co-Op Membership. In this role, you’ll drive overarching strategic vision, roadmap, and discovery to evolve the customer experience. This work will focus on core experiences delivered across multiple channels by a number of teams. As such, product management for the end-to-end customer journey requires a deft touch—painting a big picture, then motivating and influencing work across teams to bring CX strategy to life in stores, on web and mobile, and through multiple marketing channels.
In addition to other product teams, you'll work with enterprise and domain experts, UX/CX leaders and other directors, executives and stakeholders across the Co-op.
You'll join a fast-paced, growing, and passionate community where you'll be empowered to model a strategic product/service mindset, define best practices, and foster a customer-focused test & learn culture. We're confident this approach will deliver experiences that best represent and serve the mission of the Co-op.
Responsibilities:
Identifying strategic CX opportunities
- Identify strategic opportunities, determine the CX journey vision, and partner cross-divisionally w/ digital, retail, and marketing to establish near and long term roadmaps
- Align objectives and facilitate work across divisions to solve our co-op's biggest problems and address the most complex customer problems
Developing and delivering a plan for strategic discovery
- Partner with CX Design to surface, understand, and prioritize customer problems through a design & system thinking lens
- Develop and maintain a definitive POV on customers' goals, challenges, and opportunities to improve their experience
- Articulate CX opportunities using qualitative and quantitative data & insights to inform a differentiated strategy that can amplify the brand's competitive advantages and drive growth
Ongoing shepherding of CX priorities as teams execute on strategies
- Establish metrics that matter and integrate metrics-based decision making into processes
- Brainstorm with cross-channel partners to support exploring multiple tactics and help facilitate iterative prototyping and rapid experimentation
- Ask well-informed questions to understand technical capabilities, constraints, options, and prioritization choices
- Support cross divisional teams' delivery through communication, connection, and alignment of expectations
- Straddle the line between customer and business value—advocating for brand-worthy CX at all levels of leadership while considering business and operational impact of new capabilities and solutions
Leadership / Mentorship within CX team
- Lead a measurement discipline in partnership with analytics to create and maintain a holistic view of performance serving all CX Journey work
- Model a product growth mindset and principles around defining new bodies of work, creating mechanisms to demonstrate work progress, and developing a roadmap approach to strategy and learning
- Mentor other team members in product (and service) model thinking and a test & learn discipline
Required Skills & Experience
- 10 years’ experience working on digital consumer products, including 8 years’ experience as a Product Manager or equivalent combination of education and experience
- Experience working collaboratively with other product managers, researchers, architects/engineers, data analysts, and UX designers
- Technical fluency and ability to clearly communicate user and business benefits for various product spaces; Including comfort communicating technology concepts, trade-offs and new opportunities with team members.
- Proven track record of delivering impactful products to a broad customer base in an agile environment.
- Proven ability to use a range of discovery tools, including a demonstrated ability to identify sources of information that draw on or expand current data infrastructure.
- Proven ability to leverage data and insights to make informed product decisions including prioritization.
- Able to self-serve data needs using the current infrastructure and seek additional data resources.
- Bachelor's degree or equivalent practical experience
- Leads, participates, and collaborates with others on one's own team and across REI for the achievement of business goals.
- Impacts capacity of individuals and teams through mentoring and modeling product management best practices and relationship building.
- Leads by example to foster a strong, mutually supportive work spirit and culture where people can do their best.
- Makes effective cross-divisional process and people decisions in a manner consistent with REI's values and ethics.
- Delivers on commitments and holds others to same.
- Champions the organization and advocates solutions in the overall Company's best interest.
- Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
- Consolidates information from various sources including feedback from others to reach sound decisions.
- Considers the ultimate impact of decisions and actions on internal and external customers.
- Fosters change in company direction.
- Effectively plans and executes changes.
Preferred Qualifications
- 3 years’ experience working in discovery and delivery of new customer experiences in market.
- Specific knowledge regarding membership platforms and programs.
- Experience working with omnichannel retailer / systems.
- MBA.
Closing:
At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.
Pay Transparency
We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.
REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.
Base Pay Range: USD $127,600.00 - USD $204,100.00 /Yr.Salary : $127,600 - $204,100
