Digital Product Manager, Internal Customer Applications

James Hardie•Chicago, IL

About The Position

The Digital Product Manager for Internal Customer Applications is the accountable owner of the internal customer-facing product portfolio. The role defines customer problems and business opportunities, owns the product vision, roadmap, prioritization, and success measures, and is accountable for whether the tools improve adoption, confidence, and conversion. Product ownership and IT manage delivery and technical implementation; this role defines what should be built and why. The position uses discovery with internal users, Sales, and Customer Experience to identify tool shortcomings and turn evidence into problem statements, value cases, success criteria, and investment proposals. It owns Product IQ and subsequent internal customer-facing tools, aligns Marketing, Sales, and Customer Experience around release outcomes, and governs new tools as managed products. The manager works with product ownership and IT on backlog context, acceptance criteria, feasibility, complexity, integration, and sequencing, while using Jira and Workfront as systems of record. The role defines product KPIs and ensures analytics are in place before launch, monitors adoption, task completion, product confidence, and conversion, and continuously optimizes products based on results. Product IQ is the initial focus and is expected to occupy most of the first year, including understanding its history, establishing performance baselines, and creating a roadmap and measurement framework.

Requirements

Five or more years of experience in digital product management or product ownership.
Experience owning product direction and rationale—the what and why—not solely managing a backlog.
Experience taking a digital tool from discovery through launch and post-launch optimization.
Comfort working with internal users as customers, including changing how they work.
Fluency in agile delivery, roadmap planning, and cross-functional collaboration.
Practical analytics skills, including defining KPIs, interpreting data, and acting on findings.
Familiarity with Jira, backlog refinement, user acceptance testing coordination, and stakeholder communication.
Strong user empathy and the ability to turn insights into product decisions.

Nice To Haves

Experience in building products, construction, or another B2B or B2B2C environment.
Background with product configurators, guided selling, or sales enablement tools.
Familiarity with Workfront, customer data platforms, or CRM ecosystems.

Responsibilities

Conduct discovery with internal users, Sales, and Customer Experience to identify where current tools fail.
Translate discovery findings into clear problem statements, value cases, and success criteria.
Build investment business cases and present them to the project management office and Finance for scope and value review.
Distinguish customer problems from feature requests and document rationale when declining requests.
Own the product vision and roadmap for Product IQ and subsequent internal customer-facing tools.
Set and defend priorities, make tradeoffs visible and defensible, and connect roadmap decisions to business outcomes.
Align Marketing, Sales, and Customer Experience around a shared definition of success for each release.
Govern new tools so they are introduced as managed products rather than one-off builds.
Provide product ownership with context, acceptance criteria, and priority for backlog development.
Work with IT to assess feasibility, complexity, integration, and sequencing before commitments are made.
Review delivered outcomes against product intent and use Jira and Workfront as the system of record.
Define KPIs for each product and ensure required analytics are in place before launch.
Monitor adoption, task completion, and downstream impact on product confidence and conversion.
Run a continuous optimization cycle and regularly feed findings into the roadmap.
For Product IQ, understand existing work and its rationale, establish performance baselines, and create a roadmap and measurement framework.