Senior Product Manager - Athlete Care

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

Welcome to Product Management at DICK’S Sporting Goods, where we specialize in delivering retail excellence along every aspect of the customer journey.

Our mission focuses on crafting intuitive, easy-to-use products that span across our business. We are looking for a new team member who can bring product-market viability ideas that inspire, innovate and deliver elevated experiences for our customers and products.

Like an Athlete, our technology teams focus on speed, flexibility, durability, and resilience so that we are always ready for the next ‘play’. In Omni Technology, we obsess over creating tools and services that allow our teammates to support our Athletes’ journey through Sport.  Our Customer Service team (Athlete Care) is tasked with turning a bad ‘play’ into a memorable moment. Come join a team where the sole outcome is to build delight!

This role will be responsible for managing a comprehensive portfolio that enhances our customer service experience throughout the omni order lifecycle. You will create and maintain artifacts that clearly define both the functional and non-functional aspects of the products & services, ensuring that every touchpoint in the customer journey is optimized for satisfaction and is intuitive for our customer service agents. The ideal candidate will possess a deep understanding of lean product management principles, mastery of metrics, and a user-centered mindset; particularly within the context of customer service or contact centers. Your expertise will help orchestrate a seamless, multi-channel ecosystem where customer service is not just reactive but proactively solves problems.

As a Senior Product Manager, you will work closely with other product managers, product designers, software engineers and stakeholders to deliver innovative products and services that align to strategic priorities as well as achieve product-market fit. You will be viewed as a leader within the organization and deliver of high-quality products through the following:

Product Vision & Strategy
The very essence of being a product manager is having a solid foundation to build upon. In this role, you will blend innovation, strategy and execution to deliver top-notch experiences to customers. You will define and establish a comprehensive vision, strategy and roadmap for your product within a modern development environment.

Product Outcomes

Be the “voice of the product” empathizing with customers and stakeholders! As a Senior Product Manager, you will set goals based on outcomes and measure progress towards those goals as well as alignment back to the business. That data then informs future product iterations and prioritization within your roadmap.

Stakeholder Enablement
Bringing cohesion and coordination to domain level initiatives by blending strategy and tactics to achieve business results is essential in this role. You will interact with all functional areas of the company including product design, software engineering, leadership and portfolio stakeholder groups.

Product-Market Fit & Go-to-Market Strategies
You will develop compelling arguments for your product success in the market as well as launch strategies that are inclusive of ramp up, marketing and adoption strategies.

Delivery
Part of the job is to manage the backlog. You will create effective user stories as well as lead backlog prioritization and management; performing testing of product features with engineers to ensure acceptance criteria is met, capture bugs and work towards defect resolution.

Job Duties & Responsibilities

Leadership – How you expand your influence through strategy, decision making, coaching, and management

Enlist & Enable Stakeholders

• Uses evidence-based influencing skills

• Manages complex stakeholder relationships

• Conducts stakeholder identification workshops and creates stakeholder map by product

• Creates and communicates standard stakeholder touchpoints to maintain alignment

• Conducts stakeholder input sessions across various levels within the organization

• Leads Framing exercises and facilitates the enablement of stakeholders
   

Leadership & People Management

• Acts as a trusted expert, teammate and operations leader within your product domain

• Uses organizational agility to influence teammates and peers without formal authority

• Effectively mobilizes a team(s) and leads through uncertainty

• Acts as an agent of change within the organization

• Creates a people-first culture where teammates thrive

• Advocates for the Lean Product mindset and leads by example

• Actively participates within the Product Community of Practice inclusive of coaching and mentoring responsibilities

Strategy – How you understand and plan within a product team that solves customer problems and drives market impact

Form Strategy & Prioritize Work

• Builds the roadmap, collaboratively with stakeholders, based on outcomes

• Uses decision support tools to weigh the competing factors and objectives for a product(s)

• Effectively explains ‘why’ you prioritized the work

• Leads the creation of the vision and strategy for the product(s) that you support within a team setting

• Communicates product strategy with dependent teams, stakeholders and leadership

• Develops core positioning and messaging for product, inclusive of developing the product marketing sales tools and collateral

Identify Opportunities

• Uses data to discover customer pain points

• Identifies the right problems and prioritizes for the best business outcomes, aligning to the overarching portfolio strategy

• Identifies complex patterns in data and builds expanded research models in partnership with Product Design

• Uses advanced storytelling to capture the audience and drives alignment / decisions

• Leads Product-Market Fit analysis, segmentation and buyer behavior for a product domain

Form & Track KPIs/Metrics

• Develops growth matrixes, manages product team budget, sets pricing to meet revenue and profitability goals

• Gathers data and conducts research to identify Product ROI

• Evaluates ROI and uses to develop business cases for potential opportunities

• Measures adoption, usage data and business impact of launches to prove ROI

• Builds product objectives and goals in collaboration with key stakeholders

• Drives accountability through facilitated data-driven ROI ceremonies

• Regularly reports out on progress towards goals as well as product health

• Identifies lagging and leading indicators to measure progress towards goals and outcomes

Execution – How you support and provide oversight to the design and delivery of solutions to our customers

As a Senior Product Manager, you may support one or more product teams within a given portfolio.

Deliver Products/Features

• Proactively identifies dependencies and mitigates risky assumptions

• Identifies and communicates risks associated with shipping features

• Builds the release plan (who, what and when) including feature prioritization

• Collaboratively builds the User Story map and corresponding user stories

• Writes user stories to articulate work to be done by software engineering that support outcome delivery

• Works closely with software engineering to ensure delivery of products map to customer experience and business requirements within needed timelines

• Manages testing to detect and fix issues to make necessary improvements

• Manages third party partnerships, assessments and identification of potential opportunities

• Leads sprint planning or iteration planning meetings

• Runs experimental, beta & pilot programs with early-stage products 

• Participates in Agile ceremonies, including stand ups, demos and retrospectives

• Communicates with legal, compliance, security and other critical teams

QUALIFICATIONS:

Candidates for this Role Should Have:

• An advanced understanding of Product Management

• Advanced knowledge and application of human-centered design practices

• Understanding of a product lifecycle

• Understanding of the software development lifecycle

• Ability to balance business objectives & customer needs

• Success in defining a cohesive product vision, strategies and roadmap

• Ability to speak to and application of complex product concepts

• Advanced go-to-market strategies resulting in successful product launches

• Customer-centric view into developing great product experiences and the ability to advocate on a customer’s behalf

• Use of market data, customer needs and innovative thinking to remain competitive in the domain

• Intermediate understanding of Scrum and application in a Product Management role

• Effective facilitation, relationship building and collaboration skills to drive alignment across organizational peers and stakeholder groups

• Proven ability to influence cross-functional teams and leadership stakeholders without formal authority

• Agility to move between product domains or portfolios as business needs arise

• Advanced written and verbal communication skills

• Curious attitude and desire to learn

• Ability to know when to pivot or persevere based on data and learnings

• Experience working with third party vendors

This is a fully remote position.

This role is not eligible for immigration sponsorship.