Product Manager (Digital Channels)

About the Role
The Product Manager (Digital Channels) is responsible for the strategic development, optimization, and innovation of digital platforms, including web, mobile, and emerging channels. This role drives the digital product vision, ensuring seamless customer experiences, operational efficiency, and measurable business impact. Through cross-functional collaboration and data-driven decision-making, the Product Manager transforms insights into actionable strategies that support digital transformation agendas. The role owns digital channels as strategic commercial platforms and engages regularly with executive and Chief level leadership to drive enterprise digital performance.

Key Accountabilities
Strategic Planning & Execution

• Define and execute the digital product strategy in alignment with divisional and corporate goals, ensuring all initiatives support the broader digital transformation agenda.
• Lead digital transformation initiatives that enhance customer engagement, loyalty, and service delivery across all digital channels.
• Identify and analyze market trends, customer behaviors, and emerging technologies to inform product innovation and roadmap development.
• Develop and maintain a comprehensive digital product roadmap, prioritizing features and enhancements based on business value and stakeholder input.
• Monitor the competitive landscape to ensure digital offerings remain industry-leading and relevant.
• Accountable for digital channel commercial performance, including revenue contribution, conversion uplift, and cost to serve optimization.
• Own the prioritization of the annual digital channel investment roadmap, making trade-offs across initiatives based on value, risk, and strategic impact.

Operational Excellence

• Monitor and analyze performance metrics across digital channels to ensure optimal functionality, responsiveness, and user satisfaction.
• Implement continuous improvement methodologies (e.g., Agile, Lean) to streamline workflows and reduce friction in digital operations.
• Ensure compliance with cybersecurity, data privacy, and regulatory standards across all digital platforms.
• Oversee quality assurance processes to maintain high standards of digital product performance and reliability.
• Utilize analytics and business intelligence tools to drive data-driven decision-making and operational improvements.

Stakeholder Engagement

• Collaborate with internal teams (Digital, Marketing, Customer Experience, Operations) and external partners to align product initiatives and ensure cohesive execution.
• Lead cross-functional change initiatives across Marketing, CX, Digital, IT, Operations, and Finance to align execution with enterprise priorities.
• Act as the voice of the customer, translating feedback and analytics into actionable product enhancements.
• Present product performance, strategic insights, and innovation proposals to senior leadership and executive stakeholders.
• Facilitate cross-functional workshops and meetings to gather input and drive alignment on digital product priorities.
• Build and maintain strong relationships with key stakeholders to support successful product delivery.

Vendor & Partner Management

• Manage relationships with external vendors, development partners, and technology providers to ensure timely and quality delivery of digital solutions.
• Oversee contract negotiations, service level agreements (SLAs), and performance reviews to maximize value from vendor engagements.
• Coordinate with procurement and legal teams to ensure compliance and value realization from vendor contracts.
• Evaluate vendor performance and recommend improvements or changes as needed to support business objectives.
• Stay informed about new vendor offerings and industry best practices to enhance digital capabilities.

Tools & Technologies Management

• Oversee the selection and implementation of CRM platforms (e.g., Salesforce, Microsoft Dynamics) to support digital initiatives.
• Utilize analytics and business intelligence tools (e.g., Tableau, Power BI) to monitor performance and inform decision-making.
• Manage project workflows using platforms such as Jira and Smartsheet, ensuring transparency and accountability.
• Integrate customer experience and voice-of-customer tools (e.g., Medallia, Qualtrics) to capture actionable insights.
• Leverage vendor management tools (e.g., SAP Ariba, ServiceNow) to optimize external partnerships and service delivery.

Performance Measurement & Reporting

• Define and track key performance indicators (KPIs) including CSAT, NPS, digital engagement scores, and feature adoption rates.
• Monitor product delivery metrics such as roadmap adherence, release velocity, and vendor SLA compliance.
• Analyze operational metrics including platform uptime, issue resolution time, and cost efficiency to identify areas for improvement.
• Report on commercial metrics such as vendor ROI and contract performance to inform strategic decisions.
• Collect and evaluate stakeholder satisfaction data to ensure cross-functional alignment and continuous improvement.

Compliance & Risk Management

• Ensure all digital product initiatives adhere to compliance standards and regulatory requirements.
• Proactively identify and mitigate risks related to cybersecurity, data privacy, and operational continuity.
• Develop and maintain documentation for compliance audits and regulatory reviews.
• Collaborate with legal and IT teams to address emerging compliance challenges.
• Educate team members on compliance best practices and foster a culture of risk awareness.

Qualifications, Experience, Knowledge & Skills
Minimum Qualification

• Bachelor’s degree in business, Information Systems, or a related field; Master’s degree preferred.

Minimum Experience & Knowledge & Skills

• Minimum 10 years of experience in digital product management, platform operations, or related roles, including enterprise scale delivery and senior stakeholder management.
• Strong analytical, communication, and stakeholder engagement skills.
• Proven ability to manage external relationships and deliver customer-centric digital solutions.
• Familiarity with agile methodologies, UX/UI principles, and digital product lifecycle management.
• Experience with CRM, analytics, project management, and vendor management tools.
• Demonstrated ability to drive innovation, operational excellence, and strategic alignment.