iHerb
Director, Product Management - Global Customer Experience
United States of America - Remote / Home Office · Director
Sponsorship not specified$245k-$260kDetected 36 days ago
Machine LearningA/B TestingProduct ManagementSEOSEMLeadershipCommunication
About the role
- Identify emerging industry trends, AI-driven commerce opportunities, personalization capabilities, and competitive differentiators.
- Returning customer engagement and conversion optimization
Responsibilities
- Build differentiated shopping experiences that improve product discovery, trust, engagement, conversion, and customer retention.
- Develop customer-centric strategies tailored for both new and returning users throughout the shopping journey.
- Own end-to-end PDP experiences for:
- Drive experimentation around pricing visibility, recommendations, bundling, subscriptions, and purchase confidence.
- Partner with AI/ML teams to enhance content summarization, sentiment extraction, and relevance ranking.
- Partner with Growth, Marketing, and Engineering teams to optimize organic and paid acquisition landing experiences.
- Drive technical SEO product enhancements including indexing, structured data, internal linking, page performance, and discoverability.
- Support global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiency.
- Optimize content hierarchy, merchandising, trust signals, personalization, and conversion levers.
- Lead strategy for ratings, reviews, Q&A, customer photos/videos, and community engagement experiences.
Requirements
- Generally requires 12+ years of Product Management experience, including leadership roles in e-commerce or digital consumer platforms.
- Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.
- The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
- While performing the duties of this job, the Team Member is regularly required to talk and hear.
Nice to have
- Experience in high-growth ecommerce, retail, marketplace, or consumer technology companies.
- Familiarity with AI/ML-powered recommendation systems and personalization platforms.
- Experience with mobile app ecosystems and app conversion optimization.
- Knowledge of subscription, loyalty, or retention-focused commerce experiences.
- Success in this role will be measured by:
- Improvements in conversion rate and revenue growth
- Increased customer engagement and retention
- Growth in SEO traffic and acquisition efficiency
Skills
- Proven experience owning large-scale customer-facing digital experiences across web and mobile platforms.
- Strong expertise in ecommerce conversion optimization, merchandising, personalization, and customer journey management.
- Understanding of SEO, SEM, content optimization, and digital acquisition funnels.
- Experience leading global product initiatives across multiple international markets.
- Demonstrated success managing cross-functional teams and influencing executive stakeholders.
- Strong analytical skills with experience using experimentation frameworks and product analytics tools.
- Excellent communication, prioritization, and organizational leadership skills.
- Improve trust, content quality, moderation frameworks, and conversion impact of UGC.
Compensation
- $245,000 - $260,000 USD
- Staffing Agency Submission Notice
- iHerb does not accept unsolicited 3rd party ("Agency") candidates.
- If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com.
- Do not contact iHerb employees directly.
- If requested to work on a role, any Agency candidates would be presented through the internal recruiting org
Benefits
- Define and drive the global product vision, strategy, and roadmap for customer experience initiatives across desktop, mobile web, and native apps.
Company info
- Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.
- Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.
- Member may occasionally lift or move office products and supplies up to 25 pounds.
- Proper lifting techniques required.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company's policies.
This listing is sourced directly from iHerb's careers page and normalized into a canonical job model.