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Sr. Product Manager, Digital

Five Below Inc Philadelphia, PA

Philadelphia, PA

Today

Full time Senior Customer Experience Data Analytics

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Job Description

Five Below Inc is seeking a Senior Product Manager, Digital to lead digital product strategy and execution across the full customer funnel, with an emphasis on post-purchase experiences. This onsite role in Philadelphia focuses on building connected, trusted digital commerce and omni-channel journeys, from requirements through launch, optimization, and retirement.

In this position, you will translate business objectives into prioritized initiatives, partner with technology and delivery teams, and use qualitative and quantitative insights to improve acquisition, conversion, retention, and customer satisfaction across post-order touchpoints. You will also define success metrics, support measurement approaches for transactional communications, and manage execution across interconnected platforms and workflows.

Responsibilities

Capture business requirements and use data insights to define and align the digital product roadmap to Five Below’s digital commerce and omni-channel strategy.
Translate business objectives into prioritized initiatives that improve acquisition, conversion, retention, and post-purchase customer experience.
Manage the full product lifecycle for digital features and capabilities, from discovery through launch, optimization, and retirement.
Develop digital experience strategy with additional focus on post-purchase journeys, including customer accounts, order visibility, transactional communications, and returns-related experiences.
Partner with technology teams and systems integrator partners to define clear requirements, maintain delivery governance, and drive high-quality outcomes.
Lead backlog refinement, sprint planning, and acceptance with internal technology partners and external delivery teams.
Ensure delivery meets functional and non-functional requirements, including performance, reliability, accessibility, scalability, and security, validated through user testing.
Drive execution across interconnected platforms and workflows supporting customer accounts, service interactions, notifications, and post-purchase experiences.
Help ensure experiences created with cross-functional teams are clear for the Five Below brand, using a customer-first lens to protect experience integrity.
Identify and deliver digital features that improve the end-to-end customer journey and support business KPIs.
Optimize post-purchase product experiences such as order confirmation and shipment emails, account creation and sign-in, order management, customer service, and issue resolution.
Partner with Customer Service and CRM teams to reduce friction, improve self-service, and support timely, accurate, and relevant customer communications.
Use qualitative and quantitative insights, including customer feedback, service trends, usability testing, and analytics, to uncover friction points and growth opportunities.
Balance short-term optimizations with long-term platform and capability investments.
Serve as a primary product partner for UX/UI, Marketing, Ecommerce, CRM, Analytics, Operations, Customer Service, and Technology teams.
Facilitate structured working sessions to align stakeholders on requirements, trade-offs, sequencing, and business outcomes.
Communicate product strategy, progress, and outcomes in clear, business-focused language for leadership.
Build cross-functional alignment between customer-facing teams and backend operational partners to deliver connected, trusted post-purchase experiences.
Define success metrics across the full funnel, including acquisition, conversion, retention, self-service adoption, contact reduction, account engagement, and post-purchase outcomes.
Use analytics tools to monitor performance, validate hypotheses, and inform iteration.
Establish measurement approaches for transactional communications and post-purchase experiences, including email engagement, service containment, customer satisfaction, repeat engagement, and issue-resolution effectiveness.
Support A/B testing, pilots, UAT, and feature launches to ensure successful adoption.
Partner with Finance and Technology teams on estimating, budgeting, and ROI analysis for digital initiatives.
Monitor delivery against scope, timeline, quality, and business outcomes, taking action when tolerances are exceeded.
Act as an escalation and communication point for customer-impacting incidents, clearly articulating customer and business impact.
Prioritize investments that improve operational efficiency, reduce avoidable service contacts, and enhance the post-purchase customer experience to drive retention, re-engagement, and satisfaction.

Requirements

8+ years of IT, Digital, or Product Management experience.
5+ years of experience in digital product management or product ownership on an Agile team, preferably for a large retail company.
Demonstrated experience owning product strategy and execution across the full customer funnel, with additional expertise in post-purchase journeys.
Experience partnering cross-functionally with Ecommerce, CRM, Operations, Customer Service, Analytics, and Technology teams to improve customer outcomes and business performance.
Experience with customer account experiences, transactional email programs, and post-order journeys preferred.
Experience using roadmap and agile project management tools such as Jira and Aha is a plus.
Formal project management experience or certification is nice to have.

Specialist knowledge

Full-funnel digital experience across awareness, consideration, conversion, retention, and post-purchase journeys.
Omni-channel customer journey, including BOPIS, SMS, push notifications, transactional emails, and service touchpoints.
Customer account and authenticated experience management.
Customer journey mapping and service design.
Digital analytics and experimentation.
Project management experience is a plus.

Systems experience (preferred)

Digital commerce platforms such as CommerceTools, Salesforce, Adobe, or other platforms.
Search and browse platforms such as Algolia, Bloomreach, or Constructor.
Recommendations and personalization platforms such as Dynamic Yield, Constructor, or Yotpo.
Customer engagement platforms such as Blueshift, Salesforce, or Braze.
Digital analytics platforms such as Google, Adobe, or Power BI.
Testing tools such as BrowserStack, AB Tasty, etc.

Technologies

Jira, Aha, CommerceTools, Salesforce, Adobe, Algolia, Bloomreach, Constructor, Dynamic Yield, Yotpo, Blueshift, Braze, Google, Power BI, BrowserStack, AB Tasty

Benefits

Health coverage.
Financial and personal wellness.

Location and experience

Location: Philadelphia, PA (onsite)
Minimum experience: 5 years

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