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Director Product Management, Customer Experience
Williams-Sonoma
San Francisco, CA, United States
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Director Product Management, Customer Experience
Position Summary
This position will work to deliver strategic and tactical solutions for the WSI enterprise. You will serve as a liaison between the business community and the Technology Organization to provide solutions to meet business needs. You will be responsible for working in concert with all brands, Care Center and the technology teams to provide the vision for improving the supply chain customer experience through improved shopping experience, accurate notifications, superior home delivery and providing measurable, business insights in support of the WSI corporate strategies. In particular, you will be responsible for leading the Technology Product Management capabilities specifically for our Customer Experience team.
You must be able to manage through influence, drive organizational consensus, and develop and promote a solution vision that is ultimately bought into by the brand business teams, the WSI enterprise technical team and the broader WSI organization and executives. The ideal candidate must have succeeded in developing and implementing solutions for world-class retail companies, with particular success in leading organizations through business solutions and technology initiatives, platform modernizations, and cross-platform integrations. We are looking for candidates who can transcend the typical "business" and "Technology" labels to be a company leader. There will be a significant partnership with E-commerce and Supply Chain Operations Management. You must be able to work effectively independently and in a virtual environment with our Technology Partners.
Essential Job Functions
Visionary:
• Participate with senior business partners in transforming strategic plans into high-level Technology initiatives; provide a vision for how technology can improve the current and future customer experience; manage and drive the corporate governance process
• Provide input into the formulation of the company business system architecture plans, assessing the feasibility of system requests and ensuring the plans support both strategic and near-term business needs
Partner:
• Integrate activities with business partners and other Technology areas to build accountability and ensure the successful implementation and support of project plans and on-time delivery of quality goals
• Collaborate with customers, vendors, industry consultants, and senior company management to define, support, and report on established service levels.
Delivery-lead:
• In collaboration with business unit management and other Technology functional areas, assess feasibility, determine cost/benefits, prioritize projects, and develop and implement systems plans and solutions that address the information requirements of the business and adhere to established strategic business and systems objectives
• Drive innovation and creative solutions to business challenges.
Manage/Mentor:
• This position will have supervisory responsibilities. Candidates should have experience managing a team of Product Managers, Solutions Managers, and technical staff
• Provide high-level management, coaching and mentoring to create an environment which encourages accountability and strong staff development; manage the hiring, training, motivating, and retaining the top talent in the Technology field
Critical Leadership Competencies for Success:
• Visionary Leader, Strategic Capability, Influence, People Development
Work Experience
• 10+ years of extensive E-commerce and Supply Chain customer experience leadership experience is mandatory.
• Experience across industries in order management and customer experience best practices, software product management design and industry trends
• Expert level knowledge of order management systems, E-commerce business, Customer Care Center operations and supply chain network performance metrics
• Experience with both parcel and large item in-home delivery methods
• Specific experience in the areas of:
• Customer promising: inventory nodes, estimated customer delivery date, available to promise logic, sourcing rules
• Fulfillment: order pipeline, payment promising, shipment creation and fraud review
• Customer Self-Service: order visibility, delivery scheduling, customer notifications
• Care Center Service: Order editing and creation, return editing and creation, omnichannel fulfillment (BOPIS, BOSTS, BOSFS) rewards visibility and final mile delivery
• Experience in developing solutions and unlocks for the business community that may or may not require a technology solution.
• Extensive Product Management experience, typically gained through partnering with a Technology organization in progressively responsible roles.
• Must be able to partner with Executive level management to drive solutions.
• Experience with scalable technology solutions that adjust to cyclical business patterns.
• Experience in organizing, planning, and executing large-scale Supply Chain and E-commerce projects from vision through implementation.
• Prefer experience in a large retail environment or Technology E-commerce vendor product management. Consulting background is desirable.
• Experience across multiple software delivery models including waterfall, agile, scrum and lean
REQUIREMENTS AND QUALIFICATIONS
Requirements / Qualifications
• Bachelor's degree in Business or Management, Computer Science, or related discipline or equivalent experience is required. Master's degree is highly desired
• Solid technical understanding and proven ability to leverage technology to meet business objectives
• Significant Product Management experience in E-commerce or Supply Chain
• Demonstrated high competency in the execution of multiple large projects, including managing resources across multiple projects to meet goals, delivery timelines, and budgetary guidelines
• Excellent written and verbal communication skills
• Strong analytical, problem-solving, negotiation and conceptual skills
• Strong teamwork and interpersonal skills; ability to communicate and persuade at all management levels, and thrive in a cross-functional, evolving business and technical environment
• Excellent human resource management skills, including the ability to model integrity and to instill high performance and accountability from the Technology team
• Ability to work independently in an operations environment
• Ability to work virtually with other organizations
• Travel requirements: Travel to Other WSI locations when needed
About Williams-Sonoma, Inc.
Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.
Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Williams-Sonoma, Inc. is an Equal Opportunity Employer.
Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.