Senior Product Manager, Retention & Engagement

About The Role:

• You will join our Travel Product team focused on driving the vision, strategy and execution of engagement and retention initiatives for our Super+ members. You will be responsible for continuing to evolve the S+ Travel experience across these three parts:
• Core Benefits: Communication of our core Travel Cashback value proposition and exclusive S+ deals. You’ll test different plan structures, communication and benefit strategies that optimize for Customer satisfaction, Retention and Engagement. Review our S+ membership in different geographies and ensure customers are excited to be a S+ member.
• Expanding S+ Value: Offer new benefits to customers either in house or partnering with other companies to increase the value of S+ to our customers. Improving our Travel Product cross-sell.
• Platform: Investing in our systems to ensure that customers receive an exceptional user experience. This includes improving our customer support, CRM/communication and benefit rollout strategies.
• You will lead a Mission-Aligned Team (MAT) that will consist of cross functional team members including Engineers, Designers, Growth, Data and more required to achieve your team's mission. You’ll be responsible for setting quarterly goals (OKR’s) and leading your team to achieve them. You will gather buy-in from stakeholders on a roadmap you develop and execute on the roadmap by writing PRD’s, launching and concluding experiments. You’ll collaborate with other teams across different verticals to share learnings, avoid feature collisions or collaborate on larger projects.
• This is a high-visibility role reporting to the Sr. Group PM, with regular exposure to executives, with a skilled product manager to help with executional work. You’ll have the mandate, resources, and autonomy to deliver meaningful business impact — and the opportunity to define how Super+ delivers value for every member, every day.
• We are looking for someone who is an excellent leader, drives teams to execute in ambiguous circumstances, has excellent communication, and is able to dig deep into the data, extract key insights, and make critical decisions based on analysis. We want someone with a strong bias for action, takes ownership, and comes with solutions to problems we didn’t know existed.
• The candidate should also have experience working on improving retention and engagement on a B2C technology product, preferably on a membership program. If this sounds like you, let’s talk!

What you'll be working on:

• Drive Outcomes - Set and deliver on OKRs and the mission of the MAT, update the appropriate stakeholders as to challenges, wins, and blockers, and ultimately be held accountable for the outcomes of your team and mission. Do whatever it takes for your team to win. Lead weekly, monthly and quarterly reviews. 
• Lead the MAT & Roadmap - Be accountable for your cross-functional MAT team (Engineering, QA, Design, Growth, Operations etc.), their performance, and outcomes. Collaborate and lead with a team in sprint and agile ceremonies deep in the weeds to get teams unblocked and work with the GM and GPM to plan out where the team is headed at the top level. Own the roadmap from end-to-end in terms of output and impact.
• Spearhead Product Requirements -You will lead the product requirements for your team. This includes defining product features and specifications in a well defined product requirement document (PRD) and writing experiment design documents. You have the ability to convey complex product ideas and strategies to both technical and non-technical stakeholders. You’ll justify projects against key company objectives and metrics. You will also support the Group Product managers and GM in identifying future bets. 
• Lead Experimentation & Data Analysis:- You will lead by using experimentation as a tool to validate your hypothesis. At Super.com experimentation is at the core of how we build confidence in our ideas and we lead with data. You will back your roadmap and strategy through data analysis done by yourself, on Amplitude, and working with data teams on deep-dive analysis. You can dive into raw data sets and drive key insights, and summarize complex data insights into clear business strategies. You understand what makes experiments effective and can bring this expertise in the way you help drive better experimentation within the organizations. 
• Manage Stakeholders - Influence key executives (GM, CEO, CTO etc), leaders (GPM, Directors, Managers etc) and adjacent MAT lead teammates. Keep your vertical and product colleagues in step with you, be in step with them, and operate as an effective leader of leaders and teammates. 
• Own the Experience - Take accountability for the customer experience from end to end in your domain, ensuring the customers needs are met with high quality products. Know when to compromise and put your foot down, and truly solve your customer’s problems.
• Build Customer Empathy - Research, listen to, and understand our customers and their needs along with the unique financial situations they face. Actively use and engage with the product to QA what we’re building and build empathy for the people who use our products on a daily basis. 

What were looking for:

• 3+ years in B2C product management, with prior experience optimizing retention and engagement. You’ve collaborated with growth, design, engineering, data, cross-functional product and UXR teams 
• Experience executing on a product roadmap - defining product scope, shipping features, launching and concluding experiments.
• Can show successful products and features in the market that you’ve shipped 0 to 1 and that you’ve scaled on from 1 to 100
• Strong project management & excellent communication skills with immediate teams, engineers, designers, executives (written, oral, and presentation)
• Data driven analytical thinking, and back statements up with facts and examples 
• Ability to thrive in ambiguity with a strong bias for action.
• Humble, flexible with a growth mindset attitude. You’re able to have debates on strategy backed up by data when you feel you are correct but also willing to disagree and commit to move the product forward. 
• Willing to jump into weeds and able to jump back up to the right altitude. Gets hands dirty in execution mode routinely and then shifts to think about what is ahead in 3-6 months.
• You don’t need to meet every bullet above — if you’re excited by the role and believe you can crush it, we’d love to hear from you