Product Manager (Digital Channels)

Role purpose

Strategy and channel operations

• Define digital product strategy and lead transformation initiatives that improve engagement, loyalty, and service delivery.
• Analyze market, customer, and technology trends; maintain a roadmap prioritized by business value, stakeholder input, risk, and strategic impact.
• Own channel commercial performance, including revenue contribution, conversion uplift, and cost-to-serve optimization.
• Monitor channel metrics and apply Agile or Lean improvement methods to improve operations and customer satisfaction.
• Oversee quality assurance and compliance with cybersecurity, data privacy, and regulatory standards.

Stakeholders, vendors, and reporting

• Align initiatives with internal teams and external partners; represent customer feedback and analytics in product decisions.
• Present performance and proposals to senior leadership and facilitate cross-functional workshops.
• Manage vendor relationships, negotiations, SLAs, performance reviews, and coordination with procurement and legal.
• Track customer, delivery, operational, commercial, vendor, and stakeholder KPIs; maintain compliance audit documentation and mitigate risks.

Tools and capabilities

• Tools cited include Salesforce, Microsoft Dynamics, Tableau, Power BI, Jira, Smartsheet, Medallia, Qualtrics, SAP Ariba, and ServiceNow.
• The role uses analytics and business intelligence, CRM, project workflow, customer experience, voice-of-customer, and vendor management tools.

Qualifications and experience

• Bachelor’s degree in business, Information Systems, or a related field; a master’s degree is preferred.
• At least 10 years of experience in digital product management, platform operations, or related roles, including enterprise-scale delivery and senior stakeholder management.
• Strong analytical, communication, and stakeholder engagement skills; ability to manage external relationships and deliver customer-centric digital solutions.
• Familiarity with Agile, UX/UI principles, digital product lifecycle management, and CRM, analytics, project management, and vendor management tools.
• Demonstrated ability to drive innovation, operational excellence, and strategic alignment.