Senior Digital Product Manager – Retention & Post-Purchase

The role

You will own the end-to-end product strategy and roadmap for post-purchase, retention, and returning-customer surfaces. You will lead engineers and designers to manage order tracking, returns, exchanges, accounts, and personalization.

What you will do

• Own the end-to-end product strategy and roadmap for post-purchase, retention, and returning-customer surfaces.
• Move the team north star metric of sessions returning to a meaningful product interaction within 30 days of a purchase.
• Own input metrics including repeat rate, account creation, login rate, self-service resolution rate, and post-purchase surface engagement.
• Own personalization for returning customers by defining rules for reorder, size and fit memory, and replenishment timing.
• Treat the post-purchase journey as one product surface including self-service returns, exchanges, and order status.
• Direct the checkout optimization agency by setting the roadmap and prioritizing the test pipeline.
• Serve as the primary product partner to Retention and CRM.
• Run discovery alongside delivery and own A/B tests end to end.

Required qualifications

• Digital product management experience with meaningful time on post-purchase, accounts, retention, personalization, subscription, or loyalty surfaces in DTC or eCommerce.
• A track record of moving a repeat or retention metric with measurable, sustained impact.
• Experience directing an agency or external development partner to ship customer-facing work.
• Strong experimentation practice with A/B tests run end to end.
• Hands-on with product analytics and experimentation tooling (for example Optimizely, GA4, Contentsquare, Looker).
• Technical fluency in how site experience surfaces are built and rendered.

Nice to have

• Motivated by the retention problem at a brand with no loyalty program.
• A point of view on personalization.
• Ability to get results through an external team as comfortably as through your own engineers.
• Happy owning an experience without owning the systems under it.
• Reads cohort and funnel data yourself before asking an analyst for a pull.
• A proactive communicator.
• Belief in our mission and understand the importance of giving-back

Benefits

• Employer paid health, medical and dental benefits
• 401k with match
• Paid parental leave
• Snacks, socks and a fun, relaxed office environment
• Office lunches, offsite team outings and company retreats
• Equity in the business for all full-time employees
• Flexible paid time off including over 20 paid company holidays, year-round Flexible Fridays and unlimited vacation, sick, and wellness days
• Monthly phone stipend
• $100 monthly wellbeing reimbursement

About the company

Bombas is a comfort focused premium basics brand with a mission to help those in need. The company donates a pair of socks for every pair they sell.