Patagonia is seeking a Senior Digital Product Manager to lead the account management and purchase experience, guiding the team toward a frictionless checkout, streamlined order management, and robust post-purchase support through data-driven personalization. Based in Ventura, CA with a hybrid work setup, this role operates within a collaborative, mission-driven environment that values sustainable, customer-focused digital solutions.
Overview
As the owner of the account creation and management experience, you will steer digital product work across Patagonia’s account management and purchase journey. This includes areas such as account creation, login, preference center, cart, checkout, payment options, order history and status, as well as trade-ins and returns. You will partner with teams across Digital Product, Finance, UX, Analytics, and Technology to advance customer data strategy and personalization initiatives.
Responsibilities
- Lead and refine purchase-related product priorities with an emphasis on a secure, hassle-free checkout and payment workflow management.
- Redesign the My Account experience to efficiently guide customers to actions and establish a meaningful hub for viewing their relationship with Patagonia.
- Collaborate on data strategies to build a customer model that enables authentic, personalized experiences across digital touchpoints.
- Work closely with Customer Business Technology, Finance, UX, Product Marketing, and Digital Studio to translate business needs into tangible product improvements and executable plans.
- Create measurement frameworks for account management and purchase initiatives, incorporating web analytics, data management, industry benchmarks, customer feedback, and lifetime value impact.
- Apply quantitative analysis to understand customer behavior and product performance, including conversion metrics, payment-method adoption, customer mix, average order value, and trends among repeat versus new customers.
- Contribute to shaping self-service, post-purchase digital experiences such as returns, refunds, cancellations, and trade-ins.
- Translate complex digital and operational issues into clear product requirements, concise write-ups, and coordinated execution across technical and business partners.
- Monitor outcomes, share insights, and leverage data to refine the roadmap, priorities, and future post-purchase opportunities.
- Own performance metrics in key areas such as Cart to Checkout rate, Checkout Conversion rate, Failed Payment rate, Account Creation rate, and Order Cancellation rate.
Requirements
- Customer-centered mindset focused on making purchase experiences intuitive and personalized, reducing friction in critical moments.
- Analytical approach that uses data to identify patterns, validate decisions, and measure product impact.
- Collaborative style with the ability to align technical, operational, and customer needs across cross-functional teams.
- Structured thinker who can break down complex problems into clear priorities, requirements, and next steps.
- Outcome-oriented with a focus on measurable results, such as improved checkout efficiency or increased retained revenue.
- Agile in approach, comfortable iterating quickly and coordinating dependencies with technical and business partners.
- Mission-aligned, energized by digital product work that supports Patagonia’s values and customer/planet impact.
- 5+ years of relevant experience leading digital product initiatives in ecommerce or similar customer-facing digital environments.
- Strong product skills in digital product development, road mapping, requirements gathering, backlog management, UX collaboration, and product testing.
- Experience with post-purchase or adjacent ecommerce experiences such as checkout, payments, order management, returns, refunds, or account/order-status flows.
- Proven ability to translate quantitative and qualitative data into customer insights and product decisions.
- Experience partnering with Finance, UX, analytics/insights, Product Marketing, and technology teams.
- Familiarity with modern ecommerce systems, payment processors, order/account experiences, returns workflows, and customer feedback loops.
- Strong analytical and communication skills, capable of turning findings into priorities, reporting, and actionable recommendations.
- Bachelor’s degree in a related field is preferred but not required; relevant certifications in digital product development/management are a plus.
- Apparel and outdoor industry experience is a major plus.
Benefits
- Medical
- Dental
- Vision
- Retirement
- Leave of absence plans
Hiring range
USD 127,000 to 148,000 per year. Pay ranges reflect location-based market medians, with individual compensation varying by skills, experience, and budget.
Workplace location
This position is hybrid, with a standard schedule of Tuesday through Thursday on-site at the Ventura, CA office and remote work on the other days. Occasional visits may be required for team events or critical meetings.
Employee conduct
All employees share responsibility for maintaining a positive, inclusive work environment through cooperative and professional interactions with coworkers, customers, and vendors.
Equal employment opportunity
Patagonia commits to equal opportunity for all qualified applicants, without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other status protected by law.
