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Director, Product Management, eCommerce (option for remote)

Custom Ink

This is a Contract position in Sells, AZ posted August 11, 2021.

Are you passionate about technology and solving customer problems? Are you forever on the quest to optimize the customer’s online experience? Can you envision new customer interactions and, working with a phenomenal team, bring those experiences to life?

If so, and you have the track record to show it – read on!

Custom Ink, the leader in custom apparel for groups and communities, is all about bringing people together. That’s what inspires our innovative online platform, world-class customer support, and award-winning work environment. With 1,600+ team members (“Inkers”), we are passionate about the success and well-being of our team and have earned frequent recognition as a top workplace from such organizations as Fortune Magazine and The Washington Post. Our customers are counting on us to come through for them, and that’s important to all Inkers – no matter what role they’re in.

How you’ll make a difference:

We’re looking for an imaginative, pragmatic and intensely customer-focused Product Management Director to help envision new online experiences that engage and inspire the millions of customers who interact with Custom Ink. In this role, you’ll join the Online Experience team and be responsible for leading product discovery and development for various features on the Custom Ink site.

What you’ll do:

As a Product Management Director, you will create and drive a compelling vision for our digital products and services, rally the team to deliver value for our customers, and create a competitive advantage for our business.

In this role, you will

  • Lead the product discovery process to identify, refine, validate and prioritize these opportunities
  • Balance a portfolio of short-term wins and long-term strategic moves, that help achieve Custom Ink’s overall goals.
  • Be heavily involved in customer research activities including market research, usability testing, live on-site experiments, and analysis of site analytics.
  • Identify and monitor critical metrics, and draw insights for strategic and tactical decisions about product health and product opportunities.
  • Balance appropriate tradeoffs between business goals, user goals, scalability/maintainability, time-to-market, and process efficiency
  • Communicate the vision and plan for your roadmap across Custom Ink in a digestible way and soliciting and synthesizing feedback.
  • Collaborate using agile development processes, working on a daily basis with product designers, and software engineers to make strategic and tactical decisions about product functionality,
  • Serve as an individual contributor on selected projects by performing tasks like project management, user researcher, or other such work to ensure that all aspects of the development process are covered as needed.

In this role, you will work closely with many other members of the Technology team and other stakeholders across Custom Ink such as Marketing and Operations to achieve cross-functional wins for the company.

How you’ll be measured:

The key measures of success for this position are:

  • Drive and execute a product vision, strategy, and roadmap to achieve business results and strategic goals
  • Discover and prioritize new opportunities by working with Marketing, Merchandising and Operations teams.
  • Engage and inspire stakeholders and collaborators to achieve goals
  • Successful delivery of online experiences that increase conversion rates, order volume, and customer satisfaction.
  • Strong ability to make tradeoffs on what to build and when based on business acumen and analytics.
  • Effective communication and coordination among team members and key stakeholders across Custom Ink.

What we’re looking for:

As a Product Management Director, you are passionate for great customer experiences and empathize with users’ goals and challenges, demonstrating good instincts about consumer behavior and business dynamics.

Additionally, a successful candidate will have:

  • At least 7 years of proven success developing and iterating on consumer online experiences with agile software development teams.
  • Practical knowledge of product management practices including roadmap development, systems development life cycle, concept validation, requirements definition, and feature prioritization.
  • Strong track record of data-driven decision-making with an ability to visualize customer behavior through metrics.
  • Preference for experience with high-volume, transactional environments with operational complexity such as e-commerce, financial services, or software-as-a-service.
  • Strong ability to process and synthesize information, quickly build domain knowledge, draw logical conclusions, and frame decisions.
  • Strong ability to create a clear, succinct narrative in verbal/visual/written form
  • Ability to rally the team and stakeholders around a vision, especially within a highly-collaborative and non-hierarchical environment.
  • Working knowledge of current practices in user-centered design and web technology.
  • Demonstrated ability to develop and understand strategy and to inform and make strategic tradeoffs.
  • Experience in Merchandising is a plus.

In addition, you must share our company values—practicing the Golden Rule, taking Ownership and driving, and embracing Innovation.