Director, Product Management - Global Customer Experience

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.

Responsibilities:

• Define and drive the global product vision, strategy, and roadmap for customer experience initiatives across desktop, mobile web, and native apps
• Build differentiated shopping experiences that improve product discovery, trust, engagement, conversion, and customer retention
• Develop customer-centric strategies tailored for both new and returning users throughout the shopping journey
• Identify emerging industry trends, AI-driven commerce opportunities, personalization capabilities, and competitive differentiators
• Own end-to-end PDP experiences for: New customer acquisition journeys, Returning customer engagement and conversion optimization
• Optimize content hierarchy, merchandising, trust signals, personalization, and conversion levers
• Drive experimentation around pricing visibility, recommendations, bundling, subscriptions, and purchase confidence
• Lead strategy for ratings, reviews, Q&A, customer photos/videos, and community engagement experiences
• Improve trust, content quality, moderation frameworks, and conversion impact of UGC
• Partner with AI/ML teams to enhance content summarization, sentiment extraction, and relevance ranking
• Partner with Growth, Marketing, and Engineering teams to optimize organic and paid acquisition landing experiences
• Drive technical SEO product enhancements including indexing, structured data, internal linking, page performance, and discoverability
• Support global localization and geo-targeted experiences to improve search visibility and customer acquisition efficiency
• Collaborate on SEM landing page optimization and conversion funnel improvements
• Own the strategy and performance of product cards across search, category, recommendation, and merchandising surfaces
• Improve information density, personalization, visual hierarchy, promotional messaging, and engagement metrics
• Optimize mobile-first browsing experiences and scalable merchandising systems
• Define and launch product comparison experiences that simplify decision-making and increase customer confidence
• Build scalable frameworks for feature comparisons, attribute matching, alternative recommendations, and buying guidance
• Lead intelligent recommendation and bundling experiences
• Optimize attachment rates, AOV, and customer lifetime value through personalized recommendations and contextual merchandising
• Partner with Data Science and ML teams to improve recommendation quality and experimentation velocity
• Lead and mentor a team of Product Managers and potentially Product Owners across customer experience domains
• Drive strong collaboration across Engineering, Design, Analytics, Data Science, Marketing, SEO, Merchandising, and Operations teams
• Establish product development best practices, experimentation rigor, and KPI accountability
• Communicate product vision, roadmap priorities, and business impact to executive stakeholders
• Define and monitor KPIs including: Conversion rate, Revenue per visitor, Engagement metrics, Retention, AOV, Search visibility, Recommendation performance, Content engagement
• Champion A/B testing and data-driven decision-making across all customer touchpoints
• Leverage customer insights, behavioral analytics, and market research to prioritize initiatives

Requirements:

• Proven experience owning large-scale customer-facing digital experiences across web and mobile platforms
• Strong expertise in ecommerce conversion optimization, merchandising, personalization, and customer journey management
• Understanding of SEO, SEM, content optimization, and digital acquisition funnels
• Experience leading global product initiatives across multiple international markets
• Demonstrated success managing cross-functional teams and influencing executive stakeholders
• Strong analytical skills with experience using experimentation frameworks and product analytics tools
• Excellent communication, prioritization, and organizational leadership skills
• Experience in high-growth ecommerce, retail, marketplace, or consumer technology companies
• Familiarity with AI/ML-powered recommendation systems and personalization platforms
• Experience with mobile app ecosystems and app conversion optimization
• Knowledge of subscription, loyalty, or retention-focused commerce experiences