Senior Product Operations Manager

Summary

Join Narvar's Post Delivery Experiences team as a Senior Product Manager and take strategic ownership of post-purchase consumer experiences within our SaaS platform. You will focus on consumer-facing interactions such as returns initiation, understanding consumer behavior to drive improvements, and building engaging, scalable, and intelligent features. The role involves defining product vision, strategy, and roadmap; deeply understanding consumer needs; translating business needs into detailed product requirements; owning and prioritizing the product backlog; leading feature ideation, development, and iteration; analyzing consumer behavior; considering API implications; defining requirements for reporting and analytics; championing AI/ML integration; and collaborating with go-to-market teams. Success in this role will involve launching key improvements to the consumer returns experience, establishing a framework for analyzing consumer behavior data, developing a roadmap for experience enhancements, and becoming a go-to expert on consumer needs in the post-delivery domain. This is a remote position based in Canada (CT/ET Time Zones).

Requirements

• BS/MS in computer science, information systems, or equivalent
• 10+ years of Product Management experience, preferably in a B2B2C or B2C SaaS environment
• Demonstrated success in owning and delivering engaging consumer-facing digital products or features
• Strong experience with user-centered design principles, UX/UI best practices, and conducting user research and A/B tests
• Highly data-driven; comfortable defining metrics, analyzing consumer behavioral data, and using insights to guide decisions
• Strong technical background or aptitude; skilled in collaborating closely with engineering and design teams on complex technical and user experience challenges
• Excellent strategic thinking, communication, and stakeholder management abilities

Responsibilities

• Define and drive the product vision, strategy, and roadmap for post-delivery consumer experiences, aligning with overall business objectives
• Deeply understand consumer needs and pain points related to post-purchase interactions through user research, data analysis, and A/B testing
• Translate business and user needs into detailed product requirements, epics, user stories, and specifications, focusing on user experience and desired outcomes
• Own and prioritize the product backlog for consumer-facing post-delivery features, working closely with dedicated Engineering, Design, and potentially Data Science teams through the development lifecycle
• Lead the ideation, development, and iteration of consumer-facing features for post-delivery experiences
• Analyze consumer behavior analytics to identify trends, friction points, and opportunities for optimization in the consumer journey
• Consider the API implications of consumer-facing features to ensure they can be leveraged by our retailers' own digital properties where appropriate
• Define requirements for, and analyze data from, reporting and analytics related to consumer engagement, feature adoption, and satisfaction with post-delivery experiences
• Champion the exploration and integration of applied intelligence (AI/ML) to personalize or optimize consumer post-delivery journeys
• Collaborate effectively with go-to-market teams (Sales, Marketing, Customer Success) and other Product Managers to ensure successful feature launches, cohesive end-to-end experiences, and leverage market feedback
• Serve as a leading subject matter expert for consumer post-delivery experiences

Preferred Qualifications

• Experience with products that have API components is a plus
• Exposure to AI/ML concepts is a plus
• Experience in e-commerce, retail technology, or post-purchase solutions with a consumer focus is highly desirable