Digital Product Manager-Customer Experience

Role Purpose​ 

 

The Customer Experience Product Manager role is responsible for developing the vision, strategy, and outcome-based roadmap for their product line that supports and advances identified business priorities. Their industry experience combined with customer research, key insights and knowledge of the competitive and market landscapes enables them to effectively collaborate with business partners to deliver products that win in the marketplace. They are responsible for partnering with their identified business partners and leading the development, launch, and growth of digital products, from conceptualization through to end of life. The Product Manager achieves success by collaborating closely with key stakeholders across the organization, including business digital product and technical and other cross-functional teams and driving value by solving problems for customers. The incumbent is a key contributor to a culture of collaboration and contributes actively to the development and execution of the organization's overall strategy and vision, working closely with senior and executive leadership to achieve the organization's strategic objectives.​ 

 

 

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

 

Core Responsibilities​ 

 

Position Requirements​ 

 

• Develop and oversee the execution of comprehensive product strategies, including roadmaps, initiatives, priorities, budgeting, positioning, and messaging while embodying the “voice” of the customer.​ 

• Drive collaboration with business/commercial partners to understand business needs and strategic outcomes. ​ 

• Lead and manage the Product Owner(s) and/or Business Analysts who represent the voice of the customer in the daily interactions with the cross functional product team.​ 

• Leadership and oversight of the cross-functional product team as they elaborate the features specified in the product roadmap into more detailed user stories (agile) or requirements (waterfall).​ 

 

• Conduct in-depth market research, staying ahead of industry trends, emerging technologies, and competitive products to maintain product innovation and competitiveness.​ 

• Integrate business process, data, technology and governance elements into the digital product design and launch.​ 

• Establish OKRs, KPIs, ROI, and/or business case, and report on advanced product metrics to measure success and refine strategies as needed.​ 

• Responsible for the creation and prioritization of the epic and/or feature-level product backlog, leveraging deep business expertise, technical acumen and customer insights.​ 

• Manage and optimize the entire product lifecycle from ideation to launch through product retirement, ensuring timely delivery of exceptional products that provide value back to the organization.​ 

• Act as the advocate and leader for the product within the company, driving vision, business value, and alignment at all levels.​ 

• Deliver comprehensive product updates and outcome-based progress reports to stakeholders and executive leadership that enable informed decision making and governance by non-technical audiences. Foster and sustain robust working relationships with internal and external stakeholders, including key decision-makers.​ 

• Manage software vendor relationships ensuring acceptable product management standards and influencing the product roadmap in accordance with enterprise expectations. ​ 

• Conduct thorough analyses of product performance and customer feedback to pinpoint areas for improvement, spearheading continuous product innovation and excellence.​ 

 

Functionality and Processes 

• Manage internal business intake. Meet with business partners and stakeholders to understand business needs. Translate business needs into epics and features. Establish and manage priorities across various business teams and needs.  

• Manage product feature discovery process.  

• Communicate product status to divisional stakeholders 

• Establish and manage customer feedback and optimization processes 

• Understand key business objectives and strategy of the product features 

• Work with business owners to ensure that they are engaged and supportive of direction 

• Responsible for final decisions on product feature functionality 

• Maintain and refine product feature backlog 

• Create user stories and acceptance criteria 

• Assess business value and prioritize all stories to ensure work focuses on those with maximum value that align with product strategy 

• Ensure stories clearly communicate customer/stakeholder needs to the Scrum team; work with team to clarify stories as necessary 

• Define and prioritize value-added business demands to the development teams, with a thorough understanding of global divisional and group needs, user personas and industry leading effectiveness practices, while aligning with the foundational structure of the platform capabilities and partner applications. 

• Facilitate and support aligned definition and simplicity for functionality and business processes path for platform capabilities related applications and/or Sherwin-Williams dependent global systems that ultimately supports sales enablement. 

• Subject Matter Expert for user management and divisional planning, from definition of requirements, testing and validation to delivery and measuring success. 

• Alignment across global division(s), group and strategic initiatives for consistency, sustainability, and scalability.  

 

Incidental Functions: 

• Prioritize and manage multiple projects simultaneously amid ambiguity and proactively forge partnerships across marketing teams, sales teams, IT, and other partners to drive results, efficiency, and scalability across the organization.  

• Perform task management and reporting as necessary. 

• Assist with other projects as may be required to contribute to the efficiency and effectiveness of the work.  

• Work outside the standard office 7.5 hour workday as required. 

 

POSITION REQUIREMENTS

 

1. FORMAL EDUCATION:

 

• Minimum Requirement:

  • Bachelor’s degree or higher in Business, Marketing or related field 

• Preferred:

  • Product Management Certification (ie Professional Scrum Product Owner, Certified Scrum Product Owner, SAFe Product Owner/Product Manager, PMI Agile Certified Practitioner or similar)

 

 

1. KNOWLEDGE & EXPERIENCE: 

• Minimum Requirement: 

• 7+ years of experience in agile or iterative projects including two years of experience leading requirements and acceptance criteria phases of cross functional projects. 

• 2 years of experience in Product Management in a Product Manager or Product Owner role. 

• 5 years of experience in delivering customer facing B2B digital experiences.  

• 2 years of experience managing others.  

• Ability to work in a matrix organizational structure, developing strong relationships with all levels of management. 

• Demonstrated ability to influence decision makers. 

• Excellent teamwork skills especially with people less skilled in communication. 

• Proven ability to influence cross-functional teams without formal authority. The ability to influence and work collaboratively with development teams is especially important. 

• Fundamental experience generating activity status and metrics reports. 

• Strong oral, presentation, and written communication skills. 

 

 

• Preferred: 

• 2+ years of experience day-to-day management of customer facing B2B digital experiences. 

• Thriving in highly matrixed environment, including proven ability to indirectly influence leadership and gain consensus around complex initiatives. 

• Global experience and diverse mindset that understands and appreciates regional differences. 

• Ownership, entrepreneurial orientation with ability to do the work as well as lead the work. 

 

1. TECHNICAL/SKILL REQUIREMENTS: 

• Minimum Requirement: 

• Working Knowledge of Digital Marketing Process 

• Previous Project Management Experience 

• Analytical Experience 

 

TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

• 20% 

 

WORK SCHEDULE:

• Monday through Friday, 37.5 hours per week

 

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa. 

 

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being
Career … with opportunities to learn, develop new skills and grow your contribution
Connection … with an inclusive team and commitment to our own and broader communities
It's all here for you... let's Create Your Possible

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.

Sherwin-Williams is proud to be an Equal Employment Opportunity employer.  All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.

Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.