Sr. Product Manager, Digital Operations

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $65,000-$95,000

As a part of the Digital & eCommerce team, the Sr. Product Manager, Digital Tools and Process is responsible for managing and optimizing our various platforms that help improve the overall customer journey, primarily building and overseeing Tempur Sealy's engagement platforms that support AI automation, email, chat, messaging, social media engagement and more. A subject matter expert in use, management and evolution of these platforms the candidate will also identify opportunities to bring new innovative ideas to enhance the overall digital consumer experience while collaborating actively across the organization to ensure all required elements meet stakeholder objectives. The Sr. Product Manager will be a digital platforms expert with the ability to think critically, problem solve, support various communication and technology needs of the business, and have the utmost respect for the need to always deliver a best-in-class customer experience.

What You'll Do (Essential Duties and Responsibilities):

• The Sr. Product Manager will be a critical participant in knowledge sharing of best practices and providing ongoing coaching, feedback and training to individual platform owners across all channels.
• The role is responsible for driving further adoption of key digital platforms (and broader smart solutions) to improve customer engagement across brands (front-end websites, back-end support, phone, professional services...).
• Carefully monitor and assess needs across platforms, leveraging feedback, learnings, and observations derived from daily consumer interactions.
• Serve as a subject matter expert for all digital platforms leveraged by the eCommerce and Customer Engagement Teams and continuously partner with various internal stakeholders.
• Differentiate our online direct channel purchase journey(s) by serving up AI-powered tailored shopping experiences and post-purchase product support options.
• Deliver a welcoming, engaging and thorough experience to TempurSealy shoppers, continuously improving the overall customer experience.
• Support the company's efforts to improve overall brand sentiment in digital platforms and build brand loyalty, addressing pain points and proactively addressing concerns.
• Quickly and efficiently identify technology issues in need of triage and resolution, applying a project management focus towards tracking, monitoring and evaluating the end-result customer experience from initial awareness to resolution.
• Leveraging prior experience to provide ongoing and routine coaching, training, guidance and feedback to more junior platform owners and other users leveraging the platforms.
• Share thoughtful insights with leadership, our product, marketing, and technology teams regarding overall customer experience and relevant trends.
• Identify and assess new engagement opportunities in close partnership with internal stakeholders.
• Measure, analyze, report and optimize digital customer engagement performance and suggest solutions to improve the experience.
• Identify and surface consumer trends and opportunities.
• Own, develop and execute product vision, strategy and a clear product roadmap for advancing the customer experience and business objectives.
• Lead the development of new features from concept to launch through the entire digital product design life cycle; from analytics to user research, to ideation, to prototyping and readiness planning.
• Manage team resource allocation and performance, specifically maintaining proper capacity and velocity to meet quality standards, business objectives and timeline commitments.
• Stay abreast of relevant emerging technologies/AI, content innovations and ecommerce trends to inform product direction and strategy.
• Collaborate with other digital and customer-facing teams.
• Knowledge of digital marketing and customer experience landscape
• Knowing when to work independently and when to ask for help.
• Confidence to do the right thing for the consumer to preserve trust in our brand.
• Accepts accountability and ownership of solving consumer issues and provides resolution reporting back to leadership in a timely manner.
• Ability to work independently, while possessing a high level of reasoning and decision-making ability and follow through on commitments.
• Perform other duties as assigned.

What You'll Need (Qualifications):

• BS/BA Degree in related field (marketing, business, communications, etc.)
• 3+ years of relevant experience.
• Background in coaching, training or managing either in a direct reporting relationship or in a matrixed environment.
• Experience with digital platform management (i.e., social media monitoring tools, Zendesk, AI automation tools)
• Experience engaging with Brands and shopping experiences online via their respective websites, chat, email and social media presence.

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.