Description Overview
We are seeking an experienced Senior Product / Program Manager to lead proactive customer retention and risk mitigation initiatives within a large-scale membership ecosystem. This role is focused on building, scaling, and optimizing customer membership experiences to drive sustainable growth, engagement, and long-term retention.
This is a highly cross-functional role that partners closely with engineering, product, design, finance, legal, business development, customer service, and executive stakeholders. The ideal candidate thrives in a fast-paced environment, thinks strategically, and delivers results through data-driven decision making.
Key Responsibilities
- Own and deliver incremental paid membership growth by building and scaling new products, features, and customer experience capabilities
- Lead the ideation, design, development, and ongoing management of customer-facing membership experiences
- Drive customer retention and risk mitigation strategies through product and program initiatives
- Scale and deliver consistent customer experiences across a global membership footprint
- Partner closely with engineering and technical teams to design and deliver scalable platforms and capabilities
- Collaborate with cross-functional stakeholders to influence product roadmaps and deliver cross-organization impact
- Use data, metrics, and customer insights to inform product decisions and prioritize initiatives
- Balance feature delivery tradeoffs while maintaining a strong focus on customer experience and business outcomes
- Communicate progress, risks, and results clearly to senior leadership and executive audiences
Requirements Required Qualifications
- Bachelor's degree
- 4+ years of experience in product management, program management, product marketing, business development, or technology roles
- Strong analytical and quantitative skills with the ability to use data and metrics to support recommendations and drive action
- Proven ability to communicate effectively and influence stakeholders at all levels
- Strong organizational skills with the ability to manage multiple competing priorities
- Experience building or improving customer experiences for customer-facing products, platforms, or data products
- Experience delivering product features and managing tradeoffs
- Experience contributing to engineering discussions related to technology decisions and product strategy
- Experience managing technical products or online services
Preferred Qualifications
- Master's degree
- Experience with membership-based programs or customer growth funnels for digital businesses
- Experience owning or operating a high-impact global product
- Strong executive-level written and verbal communication skills
- Experience making data-driven decisions; SQL experience is a plus
- Prior experience partnering directly with engineering teams
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