Tech Lead Product Manager

Loyalty Lead Product Manager

The Loyalty Lead Product Manager is the product owner for Williams-Sonoma, Inc.'s customer loyalty domain. This role owns the strategy, roadmap, requirements, delivery, and operational health of experiences spanning loyalty enrollment and account creation, loyalty-aware order placement, earning and redemption, and the generation and delivery of rewards and certificates. The role serves as the primary product authority for loyalty capabilities across digital and store journeys and translates customer, business, and partner needs into clear technology priorities.

End-to-End Loyalty Experience

• Own the product experience for loyalty account creation, member identification, order placement, earning, reward and certificate delivery, redemption, returns, and servicing.

• Provide product consultation, requirements guidance, and sign-off for loyalty-related capabilities across PIP, Cart, Checkout, account/rewards experiences, and store journeys.

• Ensure customer-facing messaging, business rules, eligibility, identity and account-linking requirements, and exception paths are clearly defined and consistently implemented.

• Partner with UX and research teams to simplify complex loyalty concepts and create intuitive, accessible customer experiences.

Delivery and Integration Leadership

• Lead product discovery and delivery from problem definition through requirements, design, build, testing, launch, and post-launch optimization.

• Define and approve product requirements, epics, user stories, acceptance criteria, business rules, and release-readiness expectations.

• Manage dependencies across eCommerce, stores, order management, customer identity/profile, payments, finance and reporting, marketing technology, and loyalty platforms.

• Partner with Engineering, UX, PMO, Site Management, Quality Engineering, and operational teams to deliver reliable, scalable solutions.

• Provide direction and approval for loyalty integration and implementation decisions involving external loyalty, credit-card, and platform partners, as applicable.

Production and Operational Leadership

• Lead product assessment and decision-making for loyalty production issues, balancing customer impact, revenue risk, program commitments, operational effort, and long-term product health.

• Coordinate Production Support, Engineering, Loyalty Operations, Store Operations, Customer Care, Finance, and business teams through triage, resolution, communication, and follow-up.

• Establish operational readiness for launches, including monitoring, support processes, escalation paths, business validation, and stakeholder communications.

• Identify recurring issues and convert root causes into durable product, process, or platform improvements.

Stakeholder Leadership and Governance

• Represent the loyalty product domain in Loyalty Business meetings, and internal product and technology forums.

• Build alignment across Product, Engineering, UX, PMO, Marketing, Finance, Legal/Compliance, Site Management, Store Operations, Customer Care, and executive stakeholders.

• Communicate product decisions, priorities, risks, trade-offs, milestones, and outcomes with clarity and appropriate executive-level context.

• Create strong working relationships with internal teams and external partners while maintaining clear ownership, accountability, and decision rights.

Product Strategy and Portfolio Planning

• Develop and maintain a clear product vision, strategy, and prioritized roadmap for loyalty capabilities.

• Play a leading role in annual Marketing Product portfolio planning by identifying customer pain points, business opportunities, platform needs, and investment priorities.

• Translate opportunities into well-defined initiatives with clear outcomes, scope, assumptions, dependencies, and success measures.

• Use customer insights, operational data, financial impact, and program performance to make roadmap trade-offs and sequencing decisions.

Criteria

• 8 + years of product management experience owning complex, customer-facing platforms or end-to-end journeys in retail, eCommerce, or a comparable digital environment.

• 5+ years of direct loyalty-program…