Director, Product Management - Global Customer Experience

Job Summary: 

The Director, Product Management - Global Customer Experience will lead the global digital customer experience across desktop web, mobile web, and native apps. This role will oversee product strategy, roadmap execution, experimentation, and cross-functional delivery for key commerce experiences including Product Detail Pages (PDPs) for new and returning users, User Generated Content (UGC), SEO / GEO / SEM product experiences, Product cards and merchandising surfaces, Product comparison capabilities, Cross-sell and upsell experiences.

Job Expectations:

Product Strategy & Vision

• Define and drive the global product vision, strategy, and roadmap for customer experience initiatives across desktop, mobile web, and native apps.
• Build differentiated shopping experiences that improve product discovery, trust, engagement, conversion, and customer retention.
• Develop customer-centric strategies tailored for both new and returning users throughout the shopping journey.
• Identify emerging industry trends, AI-driven commerce opportunities, personalization capabilities, and competitive differentiators.

Product Ownership Areas

Product Detail Pages (PDPs)

• Own end-to-end PDP experiences for:
• New customer acquisition journeys
• Returning customer engagement and conversion optimization
• Optimize content hierarchy, merchandising, trust signals, personalization, and conversion levers.
• Drive experimentation around pricing visibility, recommendations, bundling, subscriptions, and purchase confidence.

User Generated Content (UGC)

• Lead strategy for ratings, reviews, Q&A, customer photos/videos, and community engagement experiences.
• Improve trust, content quality, moderation frameworks, and conversion impact of UGC.
• Partner with AI/ML teams to enhance content summarization, sentiment extraction, and relevance ranking.

SEO / GEO / SEM Experiences

• Partner with Growth, Marketing, and Engineering teams to optimize organic and paid acquisition landing experiences.
• Drive technical SEO product enhancements including indexing, structured data, internal linking, page performance, and discoverability.
• Support global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiency.
• Collaborate on SEM landing page optimization and conversion funnel improvements.

Product Cards & Merchandising Components

• Own the strategy and performance of product cards across search, category, recommendation, and merchandising surfaces.
• Improve information density, personalization, visual hierarchy, promotional messaging, and engagement metrics.
• Optimize mobile-first browsing experiences and scalable merchandising systems.

Product Comparison Features

• Define and launch product comparison experiences that simplify decision-making and increase customer confidence.
• Build scalable frameworks for feature comparisons, attribute matching, alternative recommendations, and buying guidance.

Cross-Sell & Upsell

• Lead intelligent recommendation and bundling experiences.
• Optimize attachment rates, AOV, and customer lifetime value through personalized recommendations and contextual merchandising.
• Partner with Data Science and ML teams to improve recommendation quality and experimentation velocity.

Leadership & Cross-Functional Collaboration

• Lead and mentor a team of Product Managers and potentially Product Owners across customer experience domains.
• Drive strong collaboration across Engineering, Design, Analytics, Data Science, Marketing, SEO, Merchandising, and Operations teams.
• Establish product development best practices, experimentation rigor, and KPI accountability.
• Communicate product vision, roadmap priorities, and business impact to executive stakeholders.

Data, Analytics & Experimentation

• Define and monitor KPIs including:
• Conversion rate
• Revenue per visitor
• Engagement metrics
• Retention
• AOV
• Search visibility
• Recommendation performance
• Content engagement
• Champion A/B testing and data-driven decision-making across all customer touchpoints.
• Leverage customer insights, behavioral analytics, and market research to prioritize initiatives.

Knowledge, Skills and Abilities:

Required Qualifications