Senior Product Manager

Senior Product Manager, Platform & Retention

At PetMeds, our backend systems are the operational backbone of everything we do and our retention products are critical to sustaining the long-term value of every customer relationship. As Senior Product Manager, Platform & Retention, you will own the reliability, scalability, and capability of the systems that power PetMeds operations, while also owning the product experience for AutoShip, our subscription program, loyalty and rewards, and transactional email infrastructure. Reporting to the VP of Digital eCommerce, you will ensure these systems are stable, efficient, and positioned to support both business growth and customer retention. This is a technically demanding role requiring someone who can independently bridge business needs and engineering execution across a complex, interconnected set of systems. You will own your product surfaces, systems, and cross-functional relationships, driving platform and retention execution and outcomes without day-to-day direction.

Key Responsibilities

Strategy and Planning

• Partner with the VP of Digital eCommerce on overall platform and retention strategy and roadmap direction, ensuring backend and retention priorities align with business growth goals.
• Own the performance of all platform systems and retention product surfaces — understanding how reliability, throughput, integration health, and retention product decisions impact the customer-facing products and business operations that depend on them. Prioritization and roadmap decisions are grounded in system performance data, retention metrics, and risk analysis.
• Own the product roadmap for all PetMeds backend and operational systems: OMS, middleware, PIM, Salesforce Service Cloud (SFSC), vet portal, and Iterable backend.
• Own the product roadmap for retention surfaces: AutoShip and subscription experience (Ordergroove), loyalty and rewards, and transactional email product infrastructure (Iterable, co-owned with Marketing).
• Balance system reliability and operational stability with the delivery of new capabilities the business requires to grow.
• Translate business needs from across the digital org into a clear platform and retention roadmap, ensuring backend systems support customer-facing product initiatives and retention goals.
• Identify platform gaps, technical debt, and scalability risks early and build plans to address them before they become business-critical issues.
• Stay informed on platform technology trends, integration best practices, subscription product innovations, and loyalty program developments.

Delivery & Execution

• Lead squad execution across all platform and retention systems, ensuring engineers have well-defined tickets, clear acceptance criteria, and the context needed to build and resolve issues with confidence.
• Drive platform features, retention product improvements, and system enhancements from discovery through launch, managing sprint cycles, unblocking dependencies, and maintaining delivery momentum.
• Own system integration reliability across platforms, identifying and resolving issues proactively.
• Lead agile ceremonies including sprint planning, backlog refinement, demos, and retrospectives for platform and retention squads.
• Identify risks, dependencies, and trade-offs across interconnected systems and resolve or escalate as appropriate.
• Ensure all changes are delivered with appropriate testing, validation, and rollback planning.

Cross-functional Collaboration

• Own cross-functional relationships with Engineering, Analytics, Marketing, Operations, and customer-facing product teams independently — serving as the primary product point of contact for all platform and retention decisions.
• Serve as the business voice in platform and retention decisions, ensuring system capabilities and constraints are understood across the digital org.
• Partner with Marketing on transactional email product infrastructure, ensuring the technical foundation supports effective customer communication and retention strategies.
• Partner with the Sr. PM, Web, App & White Label to ensure platform capabilities support customer-facing product roadmaps.
• Communicate platform and retention roadmap priorities and constraints clearly to non-technical stakeholders, translating technical complexity into business impact.
• Mentor and support junior product team members in technical product management practices.

Qualifications

Education & Experience

• Bachelor's degree or equivalent experience in a related field.
• 5+ years of product management experience with at least 2 years owning backend, platform, or infrastructure products.
• Experience in ecommerce operations preferred; familiarity with OMS, PIM, middleware, or CRM systems strongly preferred.
• Track record of managing complex, interconnected systems in a production environment.
• Experience with subscription, loyalty, or retention products is a plus.

Skills & Competencies

• Strong technical fluency with the ability to engage meaningfully with engineering on architecture, integration design, and system trade-offs.
• Ability to balance operational reliability with strategic capability delivery — knows when to fix the foundation and when to build forward.
• Understanding of retention mechanics, subscription models, and loyalty program dynamics.
• Clear and effective communicator who can translate technical complexity into business terms for non-technical stakeholders.
• Experience working across multiple systems and teams simultaneously, managing dependencies and sequencing work effectively.
• Familiarity with agile methodologies and modern software development practices.
• Detail-oriented with strong documentation habits and a systematic approach to problem-solving.

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance (and more)
• Hybrid work options
• Generous pet-related benefits and discounts
• Professional development opportunities and career growth
• Performance-based incentive awards
• 401k with 4% company match
• Paid parental leave, surrogacy, and adoption benefits
• Unlimited Flex Time Off
• Education Reimbursement Program

PetMeds/PetCareRX (PETS) is an equal opportunity employer.

The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above-listed qualifications.