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Senior Product Manager, Care Center Operations & Order Servicing

Date: Jun 4, 2019

Location: San Francisco, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-14376
Area of Interest: Information Technology
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time


Senior Product Manager, Care Center Operations & Order Servicing

About the Team

You will be a key member of the Supply Chain Product Management team that is responsible for

continuous improvement of our supply chain by focusing on removing friction points for our internal and external customers, creating a highly satisfying experience that they are compelled to Tweet about.

You'll be working with amazing peers, cutting-edge technologies and deep resources to help push the boundaries of ­­­­­­­­­­­­­­­­­­what is possible as we drive for success across our products, the business and our teams. To learn more about our team, our values and our culture please check out our team site.

About the Role:

This critical Senior Product Manager role will be focused on driving continuous improvement for our care center operations and order servicing product lines. You'll be working on projects of diverse scope and complexity, related to improving every aspect of the customer experience at the nexus point where ecommerce meets our global supply chain The right candidate will have a strong technical and analytical foundation, many years of relevant experience with order management, order servicing, ecommerce and care center operations and the ability to lead a large group with stellar communication.

As a part of the Product Management team, we focus the considerable brainpower of our brand, supply chain and technology partners to provide a relevant and personalized experience to our customers. We work with great brands and solve interesting problems with technology. Are you the right person to help us deliver that vision? We're building the strongest team in retail technology. Come join us.


* Provide thought leadership and help define the product roadmap through deep business partnership, and assessing opportunities using a hypothesis-driven approach focused on measurable, high impact outcomes
* Research market and industry trends and perform competitor product analysis.
* Clearly identify and measure KPIs that not only help us decide what to do, but that are needle moving metrics for the business that can be measured before, during and after they are live in production. Develop measurement strategies to drive ongoing optimization.
* Lead the definition, prioritization and scoping of initiatives related to the order management and servicing strategy focused on improving the internal and external customer experience
* Serve as a liaison between Business and Technology teams to ensure that their voice is heard loudly every day
* Collaborate with Technology partners to drive execution and iterative delivery of initiatives.
* Support cross-functional teams by being the subject matter expert, able to answer questions and make clear recommendations.
* Socialize a clear view of priorities and progress against a product roadmap with business partners and senior leadership.
* We believe this is an exciting opportunity, working on initiatives of significant opportunity and scale. You'll be in the middle of the action driving the continuous improvement in our customer's ordering experience from their first click through to an easy delivery experience and will continue to fuel our success.
* You will have the chance to work at the pace of a start-up with the resources of a $5 billion company. We want you to bring creative ideas to the table and work with our teams to execute them to completion.
* We have an outstanding product team with a history of success and a great reputation within our company. We get to work closely with great brands and tackle interesting problems with technology. And we have a smart, experienced leadership team that wants to do it right and is open to new ideas.
* Of course, we pay a competitive salary with a comprehensive benefits package. And we get an awesome discount on products from all of our brands.

Why you will love working at Williams-Sonoma, Inc.

* We're a successful, fast-growing company with an entrepreneurial vibe
* A technologically and data-driven business
* Competitive salaries and comprehensive health benefits
* We're at the forefront of tech and retail, redefining technology for the next generation
* We're passionate about our internal and external clients and live/breathe the client experience
* We get to be creative on a daily basis
* A smart, experienced leadership team that wants to do it right and is open to new ideas
* We believe in autonomy and reward taking the initiative
* We have fun!


We're excited about you because you have the following qualifications...

You love working with other data geeks.

You have 5+ years of Product Management experience in technology organizations. We're open to candidates with diverse experience, but it is important that you identify as a product person. In addition, for this role, you should have:

* Experience of order management systems (sourcing, fulfilling and servicing) and Care center applications for order capture, order editing, refunds, appeasements and fraud prevention
* Experience with Care Center operations e-commerce business operations and supply chain network performance metrics
* Experience in organizing, planning, and executing large-scale Supply Chain and e-commerce projects from vision through implementation.
* You have a proven ability to understand and discuss technical concepts, manage trade-offs and evaluate new ideas with partners across the organization.
* Experience across industries in order management and the e-commerce customer experience, software product management design and trends
* Extensive Product Management experience, typically gained through partnering with a Technology organization in progressively responsible roles.
* Experience in a large retail technology business. Consulting background is desirable.
* Experience across multiple software delivery models including waterfall, agile, scrum and lean
* Ideally you have experience in multi-channel retail (not a must).
* You have stellar communication skills and an uncanny ability to lead and influence others.
* You have a point-of-view on how technology teams should engage to iteratively and efficiently deliver value for the customer (ideally with Agile methodologies).
* You care about the quality of your work and that is evident in all that you do.
* You have a Bachelor's degree or more in Business, Marketing, Computer Science, Engineering, or a related field. An equivalent combination of related education, training and experience will be considered -- we care more about your work experience than what you did in college.

About Williams-Sonoma, Inc.

Founded in 1956, Williams-Sonoma, Inc. is the premier speciality retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.

This role is not eligible for Visa sponsorship or relocation assistance.


Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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