Product Manager (Mobile App)

About the Role
The Product Manager (Mobile App) is responsible for the strategic leadership and end-to-end management of the company's mobile applications. This role bridges business objectives with technical execution, ensuring mobile solutions deliver exceptional customer experiences, drive operational efficiency, and foster innovation. The Product Manager acts as the voice of the customer, translating insights into impactful product features, and coordinates with cross-functional teams to ensure timely and effective delivery. The role owns the mobile app as a strategic revenue, engagement, and service platform and operates with executive level stakeholders to drive enterprise outcomes.

Key Accountabilities
Strategic Planning & Execution

• Develop and execute the mobile app product strategy in alignment with the company's digital roadmap and divisional objectives, ensuring business priorities are reflected in product initiatives.
• Conduct market analysis to identify emerging trends, customer needs, and technological advancements, informing the product vision and innovation pipeline.
• Create and maintain detailed product roadmaps, prioritizing features and enhancements based on business impact and stakeholder input.
• Collaborate with digital division and business stakeholders to manage the product backlog, ensuring clear prioritization and resource allocation.
• Monitor competitive landscape and benchmark the company's mobile offerings against industry best practices to maintain market leadership.
• Accountable for digital channel commercial performance, including revenue contribution, conversion uplift, and cost to serve optimization.
• Accountable for mobile app monetization, active user growth, and incremental revenue contribution.
  Operational Excellence
• Track and analyze app performance metrics, including uptime, responsiveness, and user engagement, to drive continuous improvement.
• Implement data-driven processes for identifying and resolving operational issues, leveraging customer feedback and analytics.
• Ensure all mobile platforms comply with security, privacy, and regulatory standards, proactively addressing risks and vulnerabilities.
• Establish and maintain robust quality assurance protocols to minimize crash rates and optimize load times.
• Benchmark operational performance against industry standards, recommending improvements to enhance reliability and user satisfaction.
  Product Ownership & Leadership
• Own end to end mobile led customer journeys impacting loyalty, payments, and service consumption across the enterprise.
• Oversee the entire product lifecycle, from ideation through launch and post-release optimization, ensuring seamless transitions between phases.
• Champion a customer-centric approach to mobile app development, advocating for intuitive, impactful features that address user needs.
• Lead agile ceremonies, including sprint planning and reviews, to align technical execution with business goals.
• Foster a culture of innovation and accountability within the product team, encouraging proactive problem-solving and continuous learning.
• Drive post-launch analysis and optimization, using performance data to inform future enhancements and strategic direction.
  Stakeholder Engagement
• Lead cross functional change initiatives across Marketing, CX, Digital, IT, Operations, and Finance to align execution with enterprise priorities.
• Serve as the primary liaison between business units and the mobile app development team, facilitating clear communication and alignment.
• Coordinate cross-functional collaboration with marketing, customer service, and analytics teams to ensure cohesive product delivery.
• Present product updates, performance insights, and strategic recommendations to senior leadership and executive stakeholders.
• Gather and synthesize stakeholder feedback to inform product decisions and prioritize enhancements.
• Build and maintain strong relationships with internal and external partners to support product success.
  Tools & Technologies Management
• Oversee the selection and implementation of CRM platforms (e.g., Salesforce, Microsoft Dynamics) to support mobile app 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 mobile app monitoring and feedback solutions (e.g., Firebase, AppDynamics, UXCam) to optimize user experience.
  Performance Measurement & Reporting
• Define and track key performance indicators (KPIs) including CSAT, NPS, App Store Ratings, and feature adoption rates.
• Monitor product delivery metrics such as feature release velocity, roadmap adherence, and return on investment (ROI).
• Analyze operational metrics including crash rate, load time, and user retention to identify areas for improvement.
• Report on engagement and growth metrics, including Monthly Active Users (MAU) and conversion rates, to inform strategic decisions.
• Collect and evaluate stakeholder satisfaction data to ensure cross-functional alignment and continuous improvement.
  Compliance & Risk Management
• Ensure all mobile app initiatives adhere to the company's compliance standards and regulatory requirements.
• Proactively identify and mitigate risks related to data privacy, security, 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 computer science, Business, or a related field; Master’s degree preferred.
  Minimum Experience & Knowledge & Skills
• Minimum 10 years of experience in product management with significant exposure to large scale mobile platforms, enterprise transformation, and senior leadership engagement.
• Strong analytical, communication, and stakeholder management skills.
• Proven ability to lead cross-functional initiatives and deliver customer-centric digital solutions.
• Familiarity with agile methodologies and mobile app development frameworks.
• Experience with CRM, analytics, project management, and customer experience tools.
• Demonstrated ability to drive innovation, operational excellence, and strategic alignment.