Sr. Product Manager, Customer Experience

Sr. Product Manager, Customer Experience

With a career at The Home Depot, you can be yourself and also be part of something bigger.

The Sr. Product Manager, Customer Experience is responsible for assessing market needs and inspiring cross-functional product teams to find the fastest way to achieve value around those needs. The role focuses on delivering business value to drive sales, improve efficiency, and improve customer satisfaction through the production of quality products. Within their designated enterprise product line, Sr. Product Managers work closely with teams of developers, designers, and business partners. They support in-depth business reviews, communicate and present across all levels of the organization and support cross-functional product teams. Importantly, the Sr. Product Manager, must be able to work at the strategic level (generating innovative ideas for growth, change management) and at the tactical level (analyzing data, solving problems, being a force multiplier and leader of their teams). The Sr. Product Manager is often responsible for products that are higher-profile and/or that are larger in scope.

Key Responsibilities

• 50% Strategy & Planning:
• Seeks to empathize with and understand the end user deeply and use that knowledge to determine the fastest path to deliver value
• Translates business goals and end user needs into product strategy; communicates direction and product priorities to the development team, other matrixed teams, and third-party partners
• Identifies goals, metrics and analytics to determine product value; continually makes recommendations and refinements to the product backlog based on learnings
• Manages and grooms the product backlog; makes future decisions based on the value that will be delivered
• Partners with Finance to understand financial needs and assist in the creation of business plans for new opportunities
• Monitors research as well as the competitive landscape to recommend the best solutions and ensure that products remain or become best in class
• Ensures that product directions balance both the user needs and business goals of driving sales, improving efficiency and enhancing customer satisfaction
• 20% Delivery & Execution:
• Formulates, tests and refines assumptions and hypotheses through user research and testing
• Documents, reviews and ensures that all quality and change control standards are met
• Creates, prioritizes and accepts user stories; incorporate them into release planning
• Makes product decisions that drive value on a daily basis
• Identifies and considers pros, cons, issues, obstacles, dependencies and value associated with features and enhancements
• Participates in standups, iteration planning sessions, product demo, and retrospectives
• Condenses complex technical concepts into non-technical language for stakeholders
• 30% People:
• Fosters collaboration with team members (Engineering, UX, etc.) to drive value and identify and resolve impediments
• Acts as a proponent of modern software development practices
• Advocates for the end user and stakeholder by becoming associated with the product, empathizing with and understanding user needs
• Works with the product team to continuously assess progress, disseminate lessons learned, and understand next steps
• Manages cross functional team and stakeholder expectations to execute on product strategy and provides education to requestors to determine prioritization based on tangible benefits and/or user experience
• Guides more junior team members in strategy, alignment, analysis and execution tasks
• Participates in and contributes to learning activities around modern software design and development core practices (communities of practice)
• Participates in talent acquisition, development and retention activities in support of team