Sr. Manager, Product Management - Customer Service Experience

Manager, Product Management – Customer Service Experience Manager, Product Management – Customer Service Experience will champion and drive the vision and strategy for Customer Service applications and omni-channel solutions across all Tapestry brands. Partner effectively with cross functional business leaders—including Retail, Customer Service and Digital teams across markets, Customer Experience, Marketing, Creative, IT, Operations, and third party vendors—to effectively roll out and globally scale highest impact initiatives Move with agility to define, design and release iteratively great products that delight our customers, leveraging AB testing and continuous customer feedback collection Leverage an entrepreneurial and resourceful mindset and strong collaboration skills to test, pilot, and iterate on high impact initiatives Monitor and maximize ongoing impact and performance of initiatives against expectations with a focus on optimizing both product and processes to continually improve ROI Continually scan competitive landscape and technology advancements to identify best practices, emerging trends, and innovation opportunities Create and maintain product roadmaps, feature backlogs and product documentation such PRDs, user stories, use cases, user flows, logic flows, and functional specifications Strong understanding of digital platforms and technologies; experience with SFSC and SFCC platform preferred Deep understanding of customer journeys with proven ability to transform customer needs into actionable product roadmaps and requirements Ability to inspire and partner with diverse individuals at all levels of the organization in a global, highly cross-functional and matrixed environment Self-directed, resourceful, and adept working in ambiguous environments Global experience preferred Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.