Sr Product Manager - Digital Care

$160,000 - $200,000/Yr

Fanatics - San Mateo, CA

Full-time - Mid Level

San Mateo, CA

Food Services and Drinking Places

About the position

The Sr Product Manager - Digital Care at Fanatics will be instrumental in enhancing the post-order experience for customers. This role focuses on managing and optimizing order modifications, chatbot, and voicebot solutions to ensure a seamless interaction with the brand after an order is placed. The ideal candidate will have a strong analytical and customer-centric approach, driving the development of self-service features and collaborating with various teams to align automated solutions with human support.

Responsibilities

• Develop and implement self-service features that enable customers to manage their orders.
• Enhance the self-service order modification framework and manage chat and voice bot products.
• Identify pain points and opportunities in the post-order experience through customer feedback, data analysis, and market research.
• Collaborate with customer service teams to ensure alignment between automated solutions and human support.
• Manage multiple stakeholders across the organization and define the product roadmap.
• Set and continuously manage expectations with all relevant stakeholders, including senior leadership.
• Establish and oversee the requirements definition process to ensure products achieve desired outcomes.
• Proactively identify and resolve strategic issues that may impair the organization's ability to meet its goals.

Requirements

• 5 years of experience in product management or related roles, particularly in eCommerce.
• Experience with post-order processes and customer needs prioritization.
• Familiarity with chatbot and voicebot technologies, including development and optimization.
• Strong analytical skills and experience with data-driven decision-making.
• Excellent communication and collaboration skills to influence cross-functional teams.
• Demonstrated leadership ability in fast-paced environments.
• Experience working in agile development environments.

Nice-to-haves

• MBA or related credentials are strongly preferred.
• Experience in mass market consumer-focused e-commerce.

Benefits

• Annual bonus program
• Equity award