Product Manager
Millipore Corporation

Work Location: St. Louis, Missouri
Shift: No
Department: LS-SL-MX Customer Experience
Recruiter: Paul Therrien

This information is for internals only. Please do not share outside of the organization.

Your Role

In this Product Manager role, you will join the Digital & eCommerce team with responsibility for defining and leading our Post-Purchase Order Management product domain. You will have end-to-end responsibility for creating and owning relevant eCommerce Digital Products, bridging technical and business considerations to achieve key business and customer outcomes. You will be shaping the future of how our customers experience the post-purchase journey, which includes order tracking, delivery status, returns, documentation, notifications, and customer support.

Based in St. Louis or Burlington preferred. Hybrid working model.

This is an area critical to our sustained growth, with opportunities to improve the post-purchase customer experience across our broad customer base (2M+), impacting how they manage their orders on our platform (150K+ products) across the global markets (100+) in which we operate.

The Product Manager role's scope includes:

• Defining the Product vision for Post-Purchase Order Management, including designing a comprehensive roadmap based on customer needs and coordinating development and deployment.
• Collaborating closely with the Transaction and Order Management System (OMS) teams to ensure technical alignment and delivery of integrated customer-facing features such as order tracking, updates, modifications, cancellations, and returns.
• Work jointly with engineers, UX designers, and other cross-functional members to bring the product vision to life.
• Inspiring your team as well as cross-functional and senior stakeholders with the product vision and milestones achieved.
• Defining and owning what success looks like in terms of post-purchase customer interactions and metrics.
• Ensuring business expectations are aligned with the roadmap and that the targeted business value is realized.
• Providing overall leadership across eCommerce aspects of Post-Purchase Order Management, including alignment with cross-functional stakeholders such as Customer Support, Supply Chain, and IT.

We are looking for a customer advocate and storyteller who can communicate technically complex concepts in easily understandable terms and influence without authority.

Key Accountabilities:

Designing the Product vision & roadmap to deliver a differentiated offering

• Designing the Product vision & roadmap for Post-Purchase Order Management to deliver a differentiated experience.
• Building an inspiring product vision and driving executional alignment across the organization.
• Working directly with customers to identify problems and appropriate features for post-purchase solutions.
• Prioritizing features, enhancements, and technical debt based on customer and business needs.
• Leveraging new technologies to enhance the digital product and deliver better post-purchase outcomes.
• Providing requirements, product specifications, and leadership to engineering and UX teams.
• Applying Agile Product methods to adapt to changing business & customer requirements.

Serving as the voice of the user

• Being the foremost expert on the relevant customer journey, needs, and competitive & market environment.
• Leading continuous discovery activities to evolve the product strategy to meet changing customer needs.

Driving end-to-end product delivery

• Defining and tracking success metrics for the Post-Purchase Order Management product domain.
• Delivering key business outcomes & goals, including improvements in customer satisfaction and operational efficiencies.
• Ensuring high-quality delivery of requirements in compliance with the organization's standards and policies.
• Proactively identifying risks and variances to plans and developing & implementing appropriate mitigation strategies.
• Being a hands-on leader, effectively steering the product team and driving cross-functional alignment.

Communicating and collaborating with key stakeholders

• Serving as the ambassador for the product, including with senior executives & business partners
• Updating stakeholders & sponsors on Product status, performance, and financial metrics

Minimum Qualifications:

• B.A./B.Sc. (or higher) in IT, Business Management, or related field; or equivalent combination of education and experience.
• 8+ years of professional Product leadership in an eCommerce, digital product, or software engineering environment.
• Experience with Order Management Systems (OMS) and eCommerce integration for order tracking, fulfillment, and returns.
• Demonstrated ability to work cross functionally to optimize post-purchase workflows, improve customer satisfaction, and drive efficiency.
• Strong understanding of customer support processes and supply chain logistics, especially post-purchase.
• Enterprise-level experience managing order tracking systems, customer support tools, and API integrations.

Who You Are

Preferred Qualifications:

• Proficiency in data analysis and visualization, as well as a test-and-learn and data-driven decision-making mindset.
• Experience partnering with senior engineering leadership to deep-dive into complex technical concepts.
• Experience working across stakeholder groups to support collaboration and knowledge sharing.
• Comfort presenting to executive audiences to drive strategic alignment and secure investment.
• Proven leader capable of inspiring, educating, motivating, and aligning work seamlessly across varied audiences (including customers, team members, and collaborators).
• Strong problem-solving abilities as well as the ability to facilitate complex conversations
• Agile certification preferred

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

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