Senior Product Manager, Digital Customer Self-Service

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Company Overview

Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.

In our 35+ years in the industry we have improved over 13 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber

Position Purpose

Sleep Number is an innovation leader with our lifelong customer relationship as a brand advantage.  To advance our post purchase customer experience, the Senior Product Manager, Self-Service will lead the advancement our digital self-service roadmap and portfolio for our customers throughout their post purchase journey. This role will define, prioritize, and deliver self-service features and capabilities across different digital platforms. The Senior Product Manager, Self-Service will work cross-functionally with collaborators including technology partners to iteratively design and build solutions that enable an effortless customer experience. As a Senior Product Manager, this role will lean into an innovation, test and learn and continuous improvement approach, to continue to advance our customer and team member experience. In addition, this role will advocate for simple and consistent solutions that enables all customer facing teams to deliver on the Sleep Number brand promise.

Primary Responsibilities

  • Directly leads digital self-service roadmaps and partner with stakeholders to advance the customer and team member experiences.
  • Effectively initiates and lead service digitization programs, including business case development, customer journey mapping, use case definition, test and deployment planning, organizational change and performance monitoring.
  • Translates use cases into a backlog of user stories.  Prioritizes and sequences the backlog according to business value or return on investment.
  • Partners with technology partners and vendors to ensure exceptional product features and experiences are delivered through an agile, iterative approach.
  • Ensures high usability output through A/B testing, proof of concept validation or other testing practices.
  • Directly collaborates with sales and services, Marketing, IT and product leadership; Influence key leadership and functional experts to make strategic decisions, evaluate long-term opportunities and relate to business strategy, Net Promoter Score, and financial performance.
  • Ability to build and present compelling vision and strategy through storytelling to broad audiences.
  • Proactively seeks voice of customer and employee feedback as part of iterative feature design.
  • Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.
  • Facilitates organizational readiness activities with change management teams across the organization.
  • Identify and report on the critical metrics that measure business impact of delivered product features.
  • Builds and leads a product team with a key focus on talent development, team member engagement and retention.

 Position Requirements

  • 5 years’ experience in customer experience, customer service, project management and/ or digital product management within a continuous improvement focused organization.
  • 2+ years’ experience in customer centric design.
  • 2+ years of Agile methodology experience a plus.
  • Bachelor’s Degree in Systems, Product Design, or equivalent; Master's degree preferred
  • Experience in translating reporting and analytics into a business story with clear take-aways and business opportunities.
  • Ability to communicate effectively with leaders and team members at all levels and communicate teams' progress to Champions, Stakeholders, and Business Leaders.
  • Demonstrated ability to lead through influence.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Demonstrated work ethic; ability to prioritize tasks and meet deadlines in an agile environment while effectively working under pressure.
  • Strong sense of teamwork, emotional intelligence and dedication to the larger organization.

Working Conditions

  • This role is open to a remote worker; otherwise, it will sit at our Headquarters location in Minneapolis, Minnesota and operate in a hybrid work arrangement.
  • Minimal travel as needed (<20%).

Pay & Benefits

WELLBEING AT SLEEP NUMBER, WITH SLEEP AT THE CENTER

Improving the health and wellbeing of society through higher quality sleep starts with you. We strive to infuse wellbeing into all aspects of our culture championing your emotional, financial, career, community, and physical health.

By joining Team Sleep Number, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive wellbeing package including, but not limited to comprehensive health plan options, 401(k) Plan with discretionary company match, incentive eligibility paid time off and much more:

  • A free Sleep Number 360® Smart Bed for team members, and additional product discounts for friends and family throughout the year.
  • Emotional wellbeing resources to help you balance life, such as free access to therapy, family care concierge and discounted childcare.
  • Financial support when you need it the most - paid parental leave, time to recover from an illness or injury, and saving for lifes expected & unexpected adventures.
  • Opportunities for connection in and outside of work through our Diversity, Equity & Inclusion Council, and volunteerism in our communities.
  • Career development supported by our tuition reimbursement program. and continuous learning and development opportunities.
  • Work for your day flexibility, available for select corporate roles.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor’s Occupational Health & Safety Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Number’s policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.

Job ID R17063
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Sophia, Customer Service Representative

“Sleep is integral to a happy healthy lifestyle and it has such a huge impact on everyday life. Sleep Number is a unique company to work for because you’re truly helping people.”

Sophia, Customer Service Supervisor

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  • Customer Relationship Center, Minneapolis, Minnesota, United StatesRemove