Director, Product Management - Global Customer Experience

iHerb•United States of America - Remote / Home Office, CA

8d•$245,000 - $260,000•Onsite

About The Position

The Director, Product Management - Global Customer Experience will lead the global digital customer experience across desktop web, mobile web, and native apps. This role will oversee product strategy, roadmap execution, experimentation, and cross-functional delivery for key commerce experiences including Product Detail Pages (PDPs) for new and returning users, User Generated Content (UGC), SEO / GEO / SEM product experiences, Product cards and merchandising surfaces, Product comparison capabilities, Cross-sell and upsell experiences.

Requirements

Proven experience owning large-scale customer-facing digital experiences across web and mobile platforms.
Strong expertise in ecommerce conversion optimization, merchandising, personalization, and customer journey management.
Understanding of SEO, SEM, content optimization, and digital acquisition funnels.
Experience leading global product initiatives across multiple international markets.
Demonstrated success managing cross-functional teams and influencing executive stakeholders.
Strong analytical skills with experience using experimentation frameworks and product analytics tools.
Excellent communication, prioritization, and organizational leadership skills.
Generally requires 12+ years of Product Management experience, including leadership roles in e-commerce or digital consumer platforms.
MBA or advanced degree preferred
Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Nice To Haves

Experience in high-growth ecommerce, retail, marketplace, or consumer technology companies.
Familiarity with AI/ML-powered recommendation systems and personalization platforms.
Experience with mobile app ecosystems and app conversion optimization.
Knowledge of subscription, loyalty, or retention-focused commerce experiences.

Responsibilities

Define and drive the global product vision, strategy, and roadmap for customer experience initiatives across desktop, mobile web, and native apps.
Build differentiated shopping experiences that improve product discovery, trust, engagement, conversion, and customer retention.
Develop customer-centric strategies tailored for both new and returning users throughout the shopping journey.
Identify emerging industry trends, AI-driven commerce opportunities, personalization capabilities, and competitive differentiators.
Own end-to-end PDP experiences for new customer acquisition journeys and returning customer engagement and conversion optimization.
Optimize content hierarchy, merchandising, trust signals, personalization, and conversion levers for PDPs.
Drive experimentation around pricing visibility, recommendations, bundling, subscriptions, and purchase confidence.
Lead strategy for ratings, reviews, Q&A, customer photos/videos, and community engagement experiences.
Improve trust, content quality, moderation frameworks, and conversion impact of UGC.
Partner with AI/ML teams to enhance content summarization, sentiment extraction, and relevance ranking for UGC.
Partner with Growth, Marketing, and Engineering teams to optimize organic and paid acquisition landing experiences.
Drive technical SEO product enhancements including indexing, structured data, internal linking, page performance, and discoverability.
Support global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiency.
Collaborate on SEM landing page optimization and conversion funnel improvements.
Own the strategy and performance of product cards across search, category, recommendation, and merchandising surfaces.
Improve information density, personalization, visual hierarchy, promotional messaging, and engagement metrics for product cards.
Optimize mobile-first browsing experiences and scalable merchandising systems.
Define and launch product comparison experiences that simplify decision-making and increase customer confidence.
Build scalable frameworks for feature comparisons, attribute matching, alternative recommendations, and buying guidance.
Lead intelligent recommendation and bundling experiences for cross-sell and upsell.
Optimize attachment rates, AOV, and customer lifetime value through personalized recommendations and contextual merchandising.
Partner with Data Science and ML teams to improve recommendation quality and experimentation velocity.
Lead and mentor a team of Product Managers and potentially Product Owners across customer experience domains.
Drive strong collaboration across Engineering, Design, Analytics, Data Science, Marketing, SEO, Merchandining, and Operations teams.
Establish product development best practices, experimentation rigor, and KPI accountability.
Communicate product vision, roadmap priorities, and business impact to executive stakeholders.
Define and monitor KPIs including conversion rate, revenue per visitor, engagement metrics, retention, AOV, search visibility, recommendation performance, and content engagement.
Champion A/B testing and data-driven decision-making across all customer touchpoints.
Leverage customer insights, behavioral analytics, and market research to prioritize initiatives.