Senior Manager Product Management- Quill

Staples Inc. • Lincolnshire, IL

1d

About The Position

The Senior Manager, Product Management – Customer Retention is the dedicated
owner of retention, repeat purchase, and loyalty outcomes across Quill.com’s
digital experience. You will oversee the entire customer lifecycle, driving
engagement, onboarding, rewards, chat, cart, and checkout, to make returning,
reordering, and expanding spend seamless and confident for our customers. You’ll
be the voice of the customer and the champion of our retention growth engine,
leveraging insights, behavioral data, and experimentation to enhance engagement,
reduce friction, and increase customer lifetime value. This role is measured by
improvements in retention, repeat rate, and customer lifetime value.

Requirements

• Ability to adapt to a dynamic, fast-paced environment.
• Knowledge of agile development methodologies.
• Excellent communication and collaboration skills.
• Proven track record of bringing products to market and achieving business objectives.
• Collaborative mindset with a proven ability to build partnerships and work across teams to achieve shared objectives.
• Strong customer focus, able to identify and address internal and external customer needs while delivering customer-centric solutions.
• Commitment to an inclusive environment, working with diverse individuals of varying backgrounds and cultures.
• Innovative thinking, encouraging new ideas and implementing solutions that challenge conventional approaches.
• Dedication to self-development, seeking growth opportunities through formal and informal channels.
• Bachelor’s degree in a relevant field OR equivalent work experience
• 8+ years of experience in product management, eCommerce, or customer experience, including at least 2 years in a leadership role.
• Strong analytical skills and proficiency with analytics tools such as Adobe Analytics, GA4, and/or Fullstory.
• Familiarity with A/B testing, SEO, and content management systems.

Nice To Haves

• Master’s degree (MBA preferred).
• Experience in B2B eCommerce.

Responsibilities

• Develop and communicate a clear product strategy and roadmap aligned with company vision and market opportunities.
• Tailor website experiences for different customer segments, focusing on key engagement moments and reducing friction in the customer journey.
• Continuously monitor and analyze website and customer performance, using feedback and data to drive improvements and iterate on product features.
• Implement A/B testing and optimization techniques to increase user satisfaction and website performance.
• Collaborate with UX/UI designers, developers, and cross-functional teams to deliver high-quality products and customer journeys on time and within budget.
• Conduct market research to identify trends, customer needs, and competitive insights for informed product decisions.
• Manage product launches with effective go-to-market strategies, pricing, and promotional plans.
• Stay current on industry trends and emerging technologies related to eCommerce and user experience.

Benefits

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees