Group Product Manager, Digital Customer Experience - Acton, MA or San Diego, CA (Hybrid)

Job Summary

Join a mission-driven team dedicated to simplifying life for people with diabetes. We’re seeking a [Job Title] to drive meaningful impact through innovative technology, helping our customers enjoy greater freedom and healthier lives while growing your career in a collaborative, forward-thinking environment.



Position Overview:

We are looking for a self-motivated, experienced Principal Product Manager to join our Digital Customer Experience team, responsible for developing new products and optimizing existing capabilities throughout the customer journey. The successful leader will have experience leading end-to-end product management for global connected products, with the ability to translate business goals into high-impact product initiatives. Informed by deep understanding of customer needs, competitive dynamics in the market, and technology constraints and opportunities, he/she/they will develop and lead the execution of our digital cx roadmap to position Insulet for sustained market leadership. They’ll achieve this by cultivating empowered, high-impact teams, and guiding teams through the full product development lifecycle, providing strong cross-functional leadership. He/she/they will develop and own business cases for new product initiatives and work cross functionally to deliver innovative products aiming to simplify the lives of people with diabetes.

Responsibilities

• Lead teams through data-driven processes to test commercial viability and technical feasibility, and then translate learnings into business cases informed by clear roadmaps and global platform execution plans
• Accountable to build and deliver business cases in alignment with strategic goals & outcomes
• Define and lead an integrated website product roadmap across customer-facing web experiences, aligning customer journeys, business priorities, content needs, platform capabilities, and global market requirements
• Own full product lifecycle, guiding trade-offs and release plans for new features, launches in new global markets, in-market sustaining activities, and technical debt retirement
• Define integrated release targets & scope, value proposition & delivery to drive growth, provide customers with cadence of new innovations, and maximize return on investment
• Responsible for on-market product performance, including but not limited to market share, retention, product complaints, etc.
• Establish and monitor website product outcomes and KPIs, including traffic quality, engagement, conversion, task completion, self-service adoption, accessibility, site performance, and customer satisfaction
• Develop process flows to illustrate the impact on operations based on new or improved capabilities
  Participate in usability studies to bring voice of the customer to the team
• Work closely with technical architects to obtain solution designs, ensuring consistency across all work within delivery teams
• Partner closely with UX, content, marketing, analytics, engineering, IT, privacy, legal, regulatory, and agency partners to deliver compliant, scalable, accessible, and high-performing website experiences
• Collaborate with Product Marketing Managers to shape integrated launch strategy for global products
• Coordinate on architecture and scalability requirements and guide investment timing
• Create bottom-up planning for annual & strategic plans
• Own and prioritize the website product backlog, balancing new customer capabilities, content and campaign needs, platform modernization, technical debt, security, accessibility, and performance improvements

Key Decision Rights

• Decisions related to product strategy, including setting product roadmap and defining feature sets
• Decisions related to priority of product features and improvements
• Decisions related to website product strategy, customer journey priorities, experience optimization, experimentation roadmap, and sequencing of web capabilities across markets

Required Skills

• Customer-obsessed mindset with ability to translate customer insight into product vision and lead execution to achieve franchise goals
• Knowledge of IT systems development
• Familiarity with Web and CRM platforms
• Deep experience leading customer-facing websites and web products, including content management systems, web analytics, GEO, accessibility, experimentation, personalization, and conversion optimization
• Strong working knowledge of responsive web experiences, information architecture, customer journey design, content operations, performance optimization, and web governance
• Ability to translate business cases into a roadmap informed by technical constraints, balancing technical with desired business outcomes
• Experience guiding high-performance teams, driving accountability and strategy, empowerment, customer centricity and collaboration across functions and teams

Education and Experience

• 8+ years’ experience in a Product Management position
• 5+ years of experience directly leading customer-facing websites, web platforms, portals, or digital experience products

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