Product Manager (Mobile App)

Role purpose

Strategy and product ownership

• Develop the mobile app strategy in alignment with the digital roadmap and business priorities; analyze customers, markets, technology trends, and competitors.
• Maintain roadmaps and prioritize features and backlog based on business impact and stakeholder input.
• Own digital channel commercial performance, app monetization, active user growth, revenue contribution, conversion uplift, and cost-to-serve optimization.
• Own mobile customer journeys across loyalty, payments, and service consumption, and oversee the product lifecycle from ideation through post-launch optimization.
• Lead agile ceremonies and champion customer-centric development and continuous improvement.

Operations and stakeholder engagement

• Track uptime, responsiveness, engagement, crashes, load times, retention, and other app performance measures; use feedback and analytics to drive improvements.
• Establish quality assurance protocols and benchmark operational performance to improve reliability and customer satisfaction.
• Lead cross-functional change initiatives and coordinate with Marketing, CX, Digital, IT, Operations, Finance, business units, and the app development team.
• Present updates and recommendations to senior leaders, gather stakeholder feedback, and maintain internal and external relationships.

Tools, measurement, and compliance

• Oversee CRM platforms such as Salesforce or Microsoft Dynamics, analytics tools such as Tableau or Power BI, and workflows using Jira or Smartsheet.
• Integrate customer experience and voice-of-customer tools such as Medallia or Qualtrics, and app monitoring and feedback solutions such as Firebase, AppDynamics, or UXCam.
• Define and track CSAT, NPS, app ratings, feature adoption, release velocity, roadmap adherence, ROI, MAU, conversion, and other performance measures.
• Ensure compliance with company and regulatory standards; identify privacy, security, and continuity risks, maintain audit documentation, and work with legal and IT teams on compliance challenges.

Qualifications and experience

• Bachelor’s degree in Computer Science, Business, or a related field; a master’s degree is preferred.
• At least 10 years of product management experience, including significant exposure to large-scale mobile platforms, enterprise transformation, and senior leadership engagement.
• Strong analytical, communication, and stakeholder management skills; proven ability to lead cross-functional initiatives and deliver customer-centric digital solutions.
• Familiarity with agile methodologies, mobile app development frameworks, and CRM, analytics, project management, and customer experience tools.
• Ability to drive innovation, operational excellence, and strategic alignment.