Manager, Digital Product - Mobile App

Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

Who We Are

• Books are our heart and our soul and Great Books are JUST the Beginning…
• We are Canada’s Cultural Department Store
• We love books and all things beautiful

We Play By The Following Rules

• Our job is to create joyful moments for our customers
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate
• We exist to add joy to our customers’ lives each and every time they interact with us and our products
• We treat each other the way we’d treat a valued friend

The Manager, Digital Product - Mobile App will own the next generation of our consumer mobile application, and new retail tools and pave the way for the future of omnichannel commerce and retailing. This role will be accountable for delivering business impact through a deep understanding of market, customer and internal stakeholder needs, data-driven prioritization, product roadmap development and successfully shipping releases. The Manager will be responsible for the evolution of their product portfolio, leveraging customer and store feedback and data insights to make actionable recommendations. The Manager partners cross-functionally with Retail Operations, Loyalty, Online Operations, Customer Support, product designers and engineers to build and deliver high-quality improvements to the customer and retail experience.

KEY PERFORMANCE METRICS

• Deliver select new retail tools (e.g. New kiosk)
• App reusability across channels
• Delivery Team velocity
• Iterate on newly released mobile apps (e.g. Ease of onboarding, login and checkout, sales, support, engagement, omni features)
• Voice of the Customer and Retail comments
• On-time project milestones
• Delivery team peer engagement levels
• App downloads, App Store ratings, increase in sales and service contribution

Key Accountabilities

Functional

• Subject matter expert for mobile app, independently responsible for addressing complex issues and implementing multi-faceted solutions
• Clearly define and prioritize product challenges and opportunities, create stories in collaboration with architects, development and operations teams and manage a coherent product backlog
• Stay current in functional expertise and keep abreast of industry trends and emerging technologies
• Develop quarterly project plans, prioritizing and executing to ensure that plans, goals and objectives to deliver on strategy are met or exceeded
• Own the development, implementation, maintenance and evolution of the consumer mobile app, ensuring an exceptional customer and retail experience while driving sales and support
• Leverage data, customer and retail feedback to make recommendations, being laser-focused on conversion and app performance metrics to proactively address issues
• Proactively identify and anticipate customer expectations and needs
• Contributes to solving complex problems and implementing multi-faceted solutions
• Create and socialize the customer and business rationale (Customer Impact & ROI business cases) for relevant product enhancements to champion and communicate the product vision
• Evolve retail tools (e.g. New Kiosk, store mode, etc.)
• Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
• Challenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve them
• Follows agile methodology and leads sprint reviews, demos, sprint planning and story refinement in collaboration with agile teams
• Ensure the completion of team deliverables and set/adhere to team budgets, as applicable

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Bring out the best in others, empower and constructively stretch talent
• Accountable for the overall engagement, productivity, turnover and bench strength of the team
• Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals
• Encourage others to freely share their point of view and be open to feedback
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Give authentic feedback on performance and potential
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Build strong teams by attracting and developing the best talent

Cultural

• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion and influence change through your team and/or the organization
• Model Indigo’s beliefs and convey a positive image in everything you do

SCOPE

Reports to: Director, Digital Product

KEY RELATIONSHIPS

Internal

• Online Operations
• Senior IT Stakeholders
• Senior Business Stakeholders
• Loyalty
• Digital Analytics
• Technology Team (Architecture, Development, QA)
• Retail Operations
• Customer Support

External

• Strategic Transformation Partners
• Vendors

Qualifications

Work Experience / Education / Certifications

• Experience leading cross-functional mobile app teams, ideally at a scale where the app has many contributing teams
• Experience working on building and optimizing digital applications that have resulted in measurable improvements in performance
• An understanding of mobile-first design principles
• Strong knowledge of mobile product management principles and a set of tried & tested best practices
• Degree in Computer Science, Engineering, Business
• Experience in building products at scale within retail or e-commerce environments
• Experience in an Agile environment with a Product Owner or Digital Product Manager background is preferred
• Experience with native mobile app development and APIs
• Minimum 3 years of experience in a product management role, and 4-5 years experience working in a business/tech environment

Competencies / Skills / Attributes

• Ability to break down and define complex problems, while managing complex cross-functional stakeholder relationships
• Exceptional knowledge of e-commerce, mobile, social, and multi-channel retailing trends
• Exceptional knowledge of current and emerging Digital and Retail technologies and how they could be applied to drive business
• Ability to work independently and in a team environment
• Ability to think critically, to analyze and creatively solve technical or business-related problems using a deep analytical skillset
• Demonstrated conceptual problem solver that articulates opportunities and solutions
• Exceptional business acumen
• Strong technical proficiency, with the ability to bridge business and technical worlds
• Exceptional communication skills, with the ability to influence project team members and business stakeholders on key project issues
• Exceptional organizational and time management skills and a demonstrated ability to prioritize work in a demanding environment
• Customer-focused, proactive, and results-oriented

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process.

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