The posting
Role: Sr. Digital Product Manager, Account Management & Purchase Experience Team: Digital Product Development
Scope: Individual Contributor, P4 Years of Experience: 5+ Location: Ventura, CA (Hybrid)
Overview:
In this role, you will lead digital product work across Patagonia’s account management and purchase experience; including account creation, login, preference center, cart, checkout, payment options, order history, order status, trade-in and returns. As the owner of account creation and management, you will be a key member of teams working on customer data strategy and personalization initiatives. You’ll partner across Digital Product, Finance, UX, Analytics, and Technology teams to identify friction, prioritize opportunities, launch improvements, and measure impact. This role directly supports Patagonia’s broader Digital goals to more deeply connect with our customers and deliver the most expansive expression of our brand in service of our mission to Save Our Home Planet.
What You’ll Do
- Own and evolve purchase product priorities, with a clear focus on creating a hassle-free, secure checkout and management of payment solutions.
- Transform the My Account experience to efficiently guide customers to their desired actions and create a meaningful location for understanding your relationship with Patagonia.
- Partner in strategies to collect and transform customer data into an insightful customer model with the intent to deliver a more authentic, personalized experience across all digital touchpoints.
- Collaborate closely with Customer Business Technology teams, Finance, UX, Product Marketing, and Digital Studio to translate business needs into product improvements and executable plans.
- Develop measurement frameworks for account management and purchase initiatives, including web analytics, customer data management, industry benchmarks, customer feedback, and lifetime value impact.
- Use quantitative analysis to understand customer behavior and product performance, including conversion rate optimization, payment-method adoption, customer mix, average order value, and repeat/new customer trends.
- Help shape and iterate on customer self-service digital experiences for post-purchase support, such as returns, cancelations, refunds and trade-ins.
- Translate complex digital and operational issues into clear product requirements, concise write-ups, and coordinated work across technical and business partners.
- Track outcomes, share insights, and use data to refine roadmap, prioritization, and future post-purchase opportunities.
- Own and manage performance of metrics in key areas including, but not limited to, Cart to Checkout rate, Checkout Conversion rate, Failed Payment rate, Account Creation rate, and Order Cancelation rate.
Who You Are
- Customer-centered: You focus on making purchase experiences more intuitive and personalized, especially in moments that can create friction or uncertainty for customers.
- Analytical: You use data to identify patterns, validate decisions, and measure product impact.
- Collaborative: You work effectively across cross-functional teams and know how to align technical, operational, and customer needs.
- Structured: You can break down complex problems into clear priorities, requirements, and next steps.
- Outcome-oriented: You care about measurable results, whether that’s improving checkout efficiency, reducing friction, or increasing retained revenue.
- Agile in your approach: You’re comfortable iterating quickly, coordinating dependencies, and moving work forward in partnership with technical and business teams.
- Mission-aligned: You’re energized by digital product work that supports Patagonia’s values and helps create better experiences for customers and the planet.
Experience You Bring
- 5+ years of related experience, leading digital product work in ecommerce or similar customer-facing digital environments.
- Strong product skills in areas such as digital product development, product road mapping, requirements gathering, backlog management, UX collaboration, and product testing.
- Experience working on post-purchase or adjacent ecommerce experiences such as checkout, payments, order management, returns, refunds, or account/order-status flows.
- Demonstrated ability to use quantitative and qualitative data to understand customer behavior and inform product decisions.
- Experience partnering with cross-functional stakeholders such as Finance, UX, analytics/insights, Product Marketing, and technology teams.
- Familiarity with modern ecommerce systems and concepts, including payment processors, order/account experiences, returns workflows, and customer feedback loops.
- Strong analytical and communication skills, with the ability to turn findings into priorities, reporting, and actionable product recommendations.
- Bachelor’s degree in a related field and/or relevant certifications in digital product development & management (such as CSPO, CPM, NPDP) are beneficial but not required.
- Apparel and outdoor industry experience a major plus.
Hiring Range: $127,000 to $148,000 USD Annual At Patagonia, pay ranges are assigned to a job based on the location specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
Benefits Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.
Workplace Location Overview This position is Hybrid, with a standard schedule of Tuesday - Thursday on-site at our Ventura, CA office and remote work on other days. Occasional additional office visits may be required for team events or critical meetings.
Employee Conduct It is the responsibility of every employee to contribute to a positive, inclusive work environment through cooperative and professional interactions with co-workers, customers and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
