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 Digital Care Product Manager 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 position requires a strong analytical and customer-focused mindset to identify pain points and opportunities in the post-order journey, collaborating with various teams to align automated solutions with human support.

Responsibilities

• Develop and implement self-service features for 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 manage expectations with stakeholders, including the senior leadership team.
• Establish and oversee the requirements definition process to ensure products meet desired outcomes.
• Proactively identify and resolve strategic issues that may impair the organization's goals.

Requirements

• 5+ years of experience in eCommerce product management or related roles, focusing on post-order processes.
• Experience with chatbot and voicebot technologies, including development, deployment, and optimization.
• Strong analytical skills and experience with data-driven decision-making.
• Excellent oral and written communication skills.
• Experience leading teams directly and by influence to meet aggressive goals.
• BA/BS required, preferably in a computer science or business administration discipline.
• Demonstrated ability to partner with teams across the organization to achieve business results.

Nice-to-haves

• MBA or related credentials are strongly preferred.
• Experience in mass market consumer-focused e-commerce is a plus.
• Familiarity with agile development environments and methodologies.

Benefits

• Eligible for the Fanatics Commerce annual bonus program.
• Equity award opportunities.