Manager Product Care and Sustainability

About the Role

Key Responsibilities

• Lead the design of product care programs, including diagnostics, product replacements, and trade-in programs, ensuring they meet customer needs and business goals.
• Design and implement sustainability programs, focusing on driving environmental and social impact in line with company and regulatory requirements.
• Collaborate with cross-functional teams (product, IT, legal, operations) to ensure that all programs are seamlessly integrated and aligned with organizational objectives.
• Oversee the execution of product care and sustainability initiatives across multiple channels, ensuring smooth and timely delivery, customer satisfaction, and compliance with quality standards.
• Develop strategies for self-service device replacements, creating a seamless, digital-first experience that reduces customer effort and increases service efficiency.
• Monitor and optimize the performance of product care, sustainability, and trade-in programs by using data insights to drive continuous improvement.
• Design and implement new features or tools to enhance customer engagement in product care and sustainability programs.
• Collaborate with internal stakeholders to identify new platforms, tools, and digital care solutions that improve customer satisfaction and align with evolving market needs.
• Analyze the effectiveness of digital care solutions and self-service platforms, using insights to propose and implement enhancements that improve user experience and business outcomes.
• Drive innovation in product care processes, identifying opportunities to streamline operations and improve scalability, while maintaining cost-effectiveness.
• Manage vendor relationships, ensuring external partners meet deliverables, maintain high-quality standards, and comply with program goals.
• Lead vendor contract negotiations, ensuring agreements align with business objectives and compliance requirements.
• Serve as a liaison between internal stakeholders (product, IT, legal, operations) and external vendors to ensure alignment, transparency, and timely execution of programs.
• Coordinate cross-functional teams to ensure successful execution and monitoring of sustainability initiatives, and to ensure program goals are met within timelines and budgets.
• Ensure that all product care and sustainability programs comply with local and state-specific regulations, as well as corporate and environmental standards.
• Work with legal teams to monitor changes in laws and regulations, adjusting program designs and operations as needed to remain compliant.
• Implement adjustments to product care and sustainability programs based on regulatory requirements, ensuring compliance is maintained across all touchpoints.
• Oversee the budgeting and financial management of all product care and sustainability programs, ensuring cost-effective allocation of resources.
• Work with cross-functional teams to ensure financial targets are met, optimizing resources and managing costs effectively.
• Monitor and report on the financial performance of product care and sustainability programs, adjusting to ensure alignment with business goals.
• Provide transparent and consistent reporting on the status, performance, and results of product care and sustainability programs.
• Collaborate with internal teams (e.g., product, IT, operations, legal) to ensure clear communication regarding the progress and challenges of initiatives.
• Present updates and key insights to senior management and other stakeholders, ensuring programs align with strategic business objectives.
• Lead cross-functional program execution, ensuring alignment across teams like IT, legal, product, and operations for seamless program deployment.
• Work with internal and external stakeholders to manage product care and sustainability programs, ensuring engagement, information sharing, and alignment with program goals.
• Facilitate the integration of feedback from various teams into product care and sustainability initiatives, continuously enhancing service offerings.

Requirements

• Bachelor's degree in Business Administration, Sustainability, Environmental Science, or a related field.
• 7+ years of experience in program management, product care, sustainability initiatives, or a similar role.
• Experience in managing cross-functional programs with a focus on customer care, product lifecycle management, and sustainability efforts.
• Proven vendor management experience, including negotiating contracts and managing relationships.
• Experience in compliance management, with a strong understanding of legal regulations related to product care, sustainability, and customer experience.
• Proven experience working with digital solutions and tools (e.g., self-service platforms, customer experience software) to improve customer engagement and operational efficiency.
• Experience managing budgets and financial resources, ensuring cost-effective execution of programs while meeting business goals.
• Legally authorized to work in the U.S. now and in the future without sponsorship.

Nice to Have

• Master's degree in Business Administration, Sustainability, or a related field.

Benefits & Perks

• Competitive base salary, annual bonus, comprehensive medical, dental, and vision coverage.
• 401k plan with a generous company match.
• Wellness benefits, commuter benefits, pet insurance, and generous PTO.
• Hybrid work model promoting flexibility.
• Opportunities for professional development and career progression within a global business.
• Inclusive and diverse work culture where contributions are respected.