Sr. Product Manager- Digital

SR Product Manager - Digital

This position is hybrid working from our Legacy West Support Center located in Plano, Texas

About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

Act as voice of the customer to lead the evolution of SBH’s digital experiences via the ecommerce website, mobile app, and in store and event platforms. Launch new features and functionality to drive innovation and ensure timely identification and resolution of customer service and site operational issues. 

Responsibilities

• Lead team and agency partners in writing requirements, epics, and user stories to execute the product roadmap, including fixes and enhancements. 

• Effectively communicate system issues or points of customer friction and drive to timely resolution. 

• Actively partner with Ecommerce, IT, Marketing, Customer Engagement, Analytics, and agency teams to develop features that drive customer acquisition, engagement, conversion, and satisfaction.

• Drive conversion rate on the site by responding to critical needs and concerns of external and internal customers, including the ecommerce team and customer service. 

• Prioritize and manage product backlog and priorities for site releases.

• Ensure team roadmap helps achieve ecommerce business goals.

• Help your team prioritize, negotiate, and remove obstacles to ensure quality product launches.

• Lead team in testing and conducting UAT on all digital features.

• Build out project plans, resource/budget estimates, timelines and resourcing. 

• Serve as the subject matter expert across the digital commerce systems.

• Track performance, identify improvement areas, and communicate with service providers to troubleshoot.

• Map out and understand the end-to-end customer journey and the associated KPIs, identifying any client friction points and finding ways to solve them.

• Identify gap areas, set ecommerce excellence targets and ensure that all relevant SLAs are in place.

• Develop business cases as needed for new strategic initiatives. 

   

Knowledge, skills & abilities requirements

• 5-7+ years of Product management & Project Management in Omni channel / Digital Shelf / Ecommerce 
• Experience developing a Digital Enterprise Strategies
• Results, Data Driven and analytics skills 
• Experience with Objectives and Key Results (OKR), Hypothesis and Experimentation
• Ability to communicate succinctly (verbal and written) and to all levels in the company 
• Mobile first mindset with proven experience with big data and analytics platforms
• A strong problem-solver with excellent leadership, negotiation, and decision making skills
• Experience with Product Development Life Cycle (PDLC), Scaled Agile Framework (SAFe) and related tools
• Experience with Artificial Intelligence and Machine Learning would be a bonus.

Competencies & attributes

• Customer obsessed, phenomenal leader/communicator 
• Bachelor of Computer Science, Business Management, Product Management
• Demonstrated track record in Data Driven decisi