Digital Solutions and Omnichannel Manager

About the Role

Key Responsibilities

• Develop and implement an integrated omnichannel CX strategy, ensuring outstanding consumer experiences across all touchpoints
• Oversee and coordinate the design, development, and optimization of digital and F2F customer journeys
• Ensure cross-platform consistency while leveraging each channel's unique strengths to enhance customer engagement and drive conversion
• Manage, develop, and guide a team of Product Owners responsible for WEB, Commerce, and F2F platforms, ensuring alignment with the overall CX strategy
• Provide strategic direction and coaching to Product Owners, enabling them to drive product innovation, enhance user experience, and optimize performance within their respective channels
• Ensure seamless collaboration between the Product Owners, technology teams, and business stakeholders to deliver customer-centric solutions
• Lead the enhancement and optimization of systems and platforms to improve the digital and omnichannel experience
• Identify, develop, and implement new system solutions, automation, and personalization technologies to elevate engagement
• Collaborate with IT, digital, and product development teams to integrate new technologies aligned with CX goals and customer needs
• Continuously assess and improve the customer experience through data analysis, consumer feedback, and emerging digital trends
• Leverage AI, machine learning, and predictive analytics to personalize and automate interactions across digital and physical channels
• Drive innovation in self-service digital experiences while ensuring seamless integration with human-assisted interactions
• Lead the execution of complex omnichannel projects, ensuring that digital and physical touchpoints are seamlessly integrated
• Oversee end-to-end implementation of platform enhancements, guiding Product Owners in developing solutions that improve engagement, reduce friction, and drive conversions
• Develop and manage detailed project roadmaps, ensuring timely execution within budget constraints
• Act as the primary contact between product, marketing, IT, and customer support teams to ensure a unified CX approach
• Collaborate with business leaders, digital teams, and external partners to align on strategic initiatives and technology advancements
• Proactively communicate progress, insights, and key learnings, ensuring stakeholder alignment and quick course corrections when needed
• Establish and track key CX performance metrics, ensuring ongoing improvements in engagement, conversion, and satisfaction
• Analyze customer journey data to identify drop-off points, optimize conversion funnels, and enhance experience across platforms
• Use an MVP (Minimum Viable Product) approach to test, iterate, and scale digital solutions based on real-time user behavior and insights

Requirements

• Bachelor's or Master's Degree in Business, Marketing, Digital Strategy, or related field
• 7+ years of experience in CX, digital transformation, omnichannel experience, or customer journey optimization
• Experience in leading digital innovation projects and system enhancement initiatives
• Strong background in product management, digital strategy, and team leadership
• Legally authorized to work in the U.S.

Nice to Have

• Ability to develop and execute an omnichannel CX strategy that enhances engagement and business results
• Deep understanding of consumer behavior, digital experience optimization, and data-driven decision-making
• Proven experience in leading and developing a team of Product Owners, ensuring high performance and alignment with business objectives
• Ability to provide coaching, direction, and strategic guidance to empower Product Owners to drive digital innovation and system enhancements
• Strong technical knowledge of digital ecosystems, customer journey automation, and omnichannel integrations
• Proficiency in leveraging automation and personalization tools to enhance consumer interactions across digital and F2F environments
• Expertise in analyzing omnichannel data, identifying drop-off points, and improving conversion rates
• Ability to extract and translate insights into CX improvements and system enhancements
• Proven ability to lead complex projects across multiple teams and business units, ensuring smooth execution and alignment
• Strong communication and stakeholder engagement skills to drive collaboration across product, business, and IT teams

Qualifications

• Educational background in Business, Marketing, Digital Strategy, or related field
• Experience in CX, digital transformation, and omnichannel experience

Benefits & Perks

• Competitive base salary, annual bonus (applicable based on level of position)
• Great medical, dental and vision coverage
• 401k with a generous company match
• Incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and more
• Hybrid work model promoting flexibility
• Opportunities for personal development and career progression in a global business
• Inclusive, diverse culture where everyone's contribution is respected