[Remote] Director, Product Management - Global Customer Experience

Note: The job is a remote job and is open to candidates in USA. iHerb is on a mission to make health and wellness accessible to all. The Director of Product Management - Global Customer Experience will lead the global digital customer experience across various platforms, overseeing product strategy, roadmap execution, and cross-functional delivery for key commerce experiences.ResponsibilitiesDefine and drive the global product vision, strategy, and roadmap for customer experience initiatives across desktop, mobile web, and native appsBuild differentiated shopping experiences that improve product discovery, trust, engagement, conversion, and customer retentionDevelop customer-centric strategies tailored for both new and returning users throughout the shopping journeyIdentify emerging industry trends, AI-driven commerce opportunities, personalization capabilities, and competitive differentiatorsOwn end-to-end PDP experiences for: New customer acquisition journeys, Returning customer engagement and conversion optimizationOptimize content hierarchy, merchandising, trust signals, personalization, and conversion leversDrive experimentation around pricing visibility, recommendations, bundling, subscriptions, and purchase confidenceLead strategy for ratings, reviews, Q&A, customer photos/videos, and community engagement experiencesImprove trust, content quality, moderation frameworks, and conversion impact of UGCPartner with AI/ML teams to enhance content summarization, sentiment extraction, and relevance rankingPartner with Growth, Marketing, and Engineering teams to optimize organic and paid acquisition landing experiencesDrive technical SEO product enhancements including indexing, structured data, internal linking, page performance, and discoverabilitySupport global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiencyCollaborate on SEM landing page optimization and conversion funnel improvementsOwn the strategy and performance of product cards across search, category, recommendation, and merchandising surfacesImprove information density, personalization, visual hierarchy, promotional messaging, and engagement metricsOptimize mobile-first browsing experiences and scalable merchandising systemsDefine and launch product comparison experiences that simplify decision-making and increase customer confidenceBuild scalable frameworks for feature comparisons, attribute matching, alternative recommendations, and buying guidanceLead intelligent recommendation and bundling experiencesOptimize attachment rates, AOV, and customer lifetime value through personalized recommendations and contextual merchandisingPartner with Data Science and ML teams to improve recommendation quality and experimentation velocityLead and mentor a team of Product Managers and potentially Product Owners across customer experience domainsDrive strong collaboration across Engineering, Design, Analytics, Data Science, Marketing, SEO, Merchandising, and Operations teamsEstablish product development best practices, experimentation rigor, and KPI accountabilityCommunicate product vision, roadmap priorities, and business impact to executive stakeholdersDefine and monitor KPIs including: Conversion rate, Revenue per visitor, Engagement metrics, Retention, AOV, Search visibility, Recommendation performance, Content engagementChampion A/B testing and data-driven decision-making across all customer touchpointsLeverage customer insights, behavioral analytics, and market research to prioritize initiativesSkillsProven experience owning large-scale customer-facing digital experiences across web and mobile platformsStrong expertise in ecommerce conversion optimization, merchandising, personalization, and customer journey managementUnderstanding of SEO, SEM, content optimization, and digital acquisition funnelsExperience leading global product initiatives across multiple international marketsDemonstrated success managing cross-functional teams and influencing executive stakeholdersStrong analytical skills with experience using experimentation frameworks and product analytics toolsExcellent communication, prioritization, and organizational leadership skillsExperience in high-growth ecommerce, retail, marketplace, or consumer technology companiesFamiliarity with AI/ML-powered recommendation systems and personalization platformsExperience with mobile app ecosystems and app conversion optimizationKnowledge of subscription, loyalty, or retention-focused commerce experiencesBenefitsEmployees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan.Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies.Employees will enjoy paid holidays throughout the calendar year.Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.Company OverviewiHerb is on a mission to make health and wellness accessible to all. It was founded in 1996, and is headquartered in Irvine, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.iherb.com.Company H1B SponsorshipiHerb has a track record of offering H1B sponsorships, with 1 in 2026, 4 in 2025, 2 in 2024, 2 in 2023, 6 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.