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Job Description:

Job Title: Product Manager, Customer Experience Platforms

Department: Information Technology

FLSA: Salaried (Exempt)

Revision Date: 09/2026

The Role and Why It’s Important

This role owns the product vision, roadmap, and delivery outcomes for the platforms that shape how Hy-Vee and its subsidiaries listen to, serve, and resolve issues for customers, spanning Hy-Vee Customer Care, Midwest Heritage Bank, Vivid Clear Rx, and RedBox Rx. Day to day, you will translate business need into clear, prioritized requirements, partner with data, digital, retail, and subsidiary teams to bring that work to life, hold vendors accountable to the value they were bought to deliver, and measure whether each release actually made the customer experience better.

If you’re relentlessly curious, energized by questioning the status quo, and want to see your work land in the hands of customers and the teams who serve them every day, this is the role for you.

What You’ll Do

No two days are exactly the same, but here’s what you can expect:

Product Strategy and Roadmap

• Owns and maintains a single, transparent roadmap spanning Customer Care, MHB, Vivid Clear Rx, and RedBox Rx; sequences work based on measurable customer and business value rather than volume of requests.
• Builds business cases for new capabilities and platform investments, including cost, benefit, risk, and the specific outcome the investment is expected to move.
• Identifies opportunities to simplify and consolidate the customer experience technology stack — reducing tool sprawl, license cost, and the number of hand-offs between systems.
• Partners with the Chief Data Officer to translate enterprise data strategy into a customer experience platform strategy, and to surface trade-offs that require executive decision.

Stakeholder Partnership

• Serves as the primary product partner to Customer Care leadership, Retail Operations (Store Directors, Area Vice Presidents, Territory SVPs), Digital, Ecommerce, Marketing, Legal, Finance, and subsidiary leadership at MHB, Vivid Clear Rx, and RedBox Rx.
• Runs a consistent intake, prioritization, and communication rhythm so stakeholders know what is committed, what is next, what was declined, and why.
• Builds trust by going to where the work happens — store visits, Customer Care listening sessions, pharmacy and subsidiary ride-alongs — and brings that firsthand context back into the roadmap.
• Establishes and maintains RACI clarity on cross-functional initiatives so decision rights are explicit and escalation paths are known before they are needed.

Requirements and Delivery

• Defines clear, testable requirements and acceptance criteria; partners with Data Integration and Data Platform engineering teams to shape technically sound solutions rather than handing over finished designs.
• Leads matrixed delivery teams composed of analysts, integration engineers, and vendor resources — without direct reporting authority.
• Manages the full product lifecycle from concept and definition through planning, development, release, adoption, and post-launch measurement.
• Owns go-to-market and change enablement for platform releases: training materials, communication to stores and subsidiary teams, and adoption tracking after go-live.

Measurement and Continuous Improvement

• Establishes and publishes the metrics that define platform health — contact volume by channel and intent, AI containment and deflection rate, time to first response, time to resolution, close-the-loop completion, survey response rate, and customer satisfaction.
• Interrogates the data rather than accepting it: validates definitions, understands data quality caveats, and ensures reported figures are defensible before they reach retail leaders or the executive team.
• Maintains an active hypothesis backlog — proposes experiments, defines what success looks like in advance, and retires capabilities that do not earn their keep.
• Conducts regular reviews of underused platform features and license consumption, and recommends elimination, replacement, or renewed enablement.

Vendor and Contract Management

• Serves as the day-to-day product relationship owner for Salesforce, ThinkLP, SurveyMonkey, Sierra AI, and related vendors; holds partners accountable to roadmap commitments, service levels, and contracted value.
• Leads or contributes to RFP and vendor evaluation processes, including requirements definition, evaluation criteria, demo coordination, scoring, and recommendation to the steering committee.
• Partners with IT Security, Legal, and Procurement on renewals, data privacy and protection requirements, and compliance obligations — including the heightened requirements that apply to banking (MHB) and pharmacy / protected health information (Vivid Clear Rx, RedBox Rx).

Your Skills

To be successful in this role, you’ll need to be able to:

• Demonstrated experience managing products through all phases of an agile product lifecycle — concept, definition, planning, development, implementation, and iteration.
• Hands-on working knowledge of CRM and customer service platforms, with Salesforce (Service Cloud) strongly preferred; comfortable discussing objects, case routing, workflow automation, and integration patterns with engineers.
• Working familiarity with Salesforce Marketing Cloud or a comparable customer engagement platform — journey design, audience segmentation, and email/SMS campaign execution — and an understanding of how consent, preference, and suppression requirements apply in a regulated financial services context.
• Experience with survey, voice-of-customer, or feedback management platforms and the workflows that turn feedback into resolved customer issues.
• Familiarity with conversational AI or virtual agent platforms, and a practical understanding of containment, deflection, escalation design, and the limits of automation in a service context.
• Data fluency: able to read and reason about operational data, ask sharp questions of an analyst, understand data quality caveats, and draw conclusions that hold up to executive scrutiny. SQL familiarity is a plus.
• Proven ability to lead and influence cross-functional teams without direct authority, and to build durable partnerships across corporate, retail, and subsidiary organizations.
• Genuine curiosity and a continuous-improvement mentality — actively seeks out how the work is actually done, challenges assumptions constructively, and is energized by making things measurably better.
• Clear and concise writing, communication, and facilitation skills; able to move fluidly between a technical working session and an executive readout.
• Resourceful, detail-oriented, and highly organized problem solver, comfortable holding several competing priorities at once.
• Ability and desire to manage multiple projects and business lines on a daily basis.
• Comfort operating across regulated environments, including financial services and pharmacy, with appropriate care for customer and patient data.
• Demonstrates a commitment to the Hy-Vee mission and a willingness to promote the core values and fundamentals of the company.
• Drives a positive culture of innovation and continuous learning.

Reporting Relationships

Accountable and Reports to: SVP, Chief Data Officer

Direct Reports: None (leads matrixed, cross-functional delivery teams)

None. This position leads matrixed, cross-functional teams and is formally accountable for the delivery outcomes of those teams, including assigning and reviewing work, planning work of others, maintaining standards, and coordinating activities across internal teams and vendor resources.

Education and Experience

• Bachelor’s degree preferred, or equivalent relevant experience.
• Five or more years of product management, product ownership, or closely related experience, including direct ownership of a customer-facing or customer-service platform.
• Experience in retail, grocery, healthcare, pharmacy, or financial services is preferred but not required.

Physical Requirements

• Visual requirements include: ability to see detail at near range with or without correction.
• Must be physically able to perform sedentary work: operating a computer, occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
• Must be able to perform the following physical activities: meeting with customers, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.

Working Environment

The duties for this position are performed in a general or remote office setting. Periodic travel to stores, distribution centers, Customer Care operations, and subsidiary locations is expected. There is weekly pressure to meet deadlines and handle multiple tasks in a day.

Laptop and desktop computer, telephone, copier, printer, PC with Microsoft Office programs, and other software relevant to the specific position.

Scope of Ownership

Business Lines Supported

• Hy-Vee Customer Care — Customer care contact and case management across phone, email, web, chat, social, and AI-assisted channels; post-purchase and close-the-loop survey programs; store- and district-level feedback routing and escalation.
• Midwest Heritage Bank (MHB) — CRM, customer-service, and customer marketing tooling for Hy-Vee’s banking and insurance subsidiary, including account servicing workflows, Marketing Cloud journeys and campaigns, and the data integrations that support them.
• Vivid Clear Rx — Member and patient support experiences for the prescription savings and mail-order pharmacy platform.
• RedBox Rx — Patient support and service workflows for the telehealth and online pharmacy business.

Platforms and Technologies

• Salesforce (Service Cloud / CRM / ThinkLP) — case management, contact linking, bi-directional sync, org administration across Hy-Vee and subsidiary instances
• Salesforce Marketing Cloud — customer journeys, segmentation, and email/SMS campaign execution in use at Midwest Heritage Bank today
• SurveyMonkey — multichannel survey build and delivery across POS, loyalty, email, SMS, web, and app
• Sierra AI — conversational AI agent, deflection and containment, agent handoff to Customer Care
• Zoom (Phone / Chat) — voice and chat channel enablement for Customer Care
• Google Cloud — BigQuery, Pub/Sub, and Cloud Functions integration patterns supporting the customer data flow
• Reporting and visualization tooling used by store, area, and executive audiences

Are you ready to smile, apply today.