Manager, Experience Strategy & Delivery (Acquire)

About the role

FASHIONPHILE is revolutionizing the ultra-luxury fashion experience to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As the Experience Optimization Practice Leader, you will be a senior, hands-on product and experience practitioner and people manager who leads complex improvement work from problem discovery through implementation and measurement. Each Practice Leader has a primary customer journey lane assignment, but lane alignment provides context and accountability rather than exclusive ownership. Practice Leaders and team members work across lanes based on priorities, expertise, development needs, and capacity.

Responsibilities

• Personally investigate and frame consequential customer and business problems by combining data, customer feedback, operational insight, frontline observations, system behavior, and technical context to separate symptoms from root causes.
• Design practical future states connecting customer interactions, business rules, roles, workflows, communications, data, systems, and controls.
• Evaluate process or policy changes, better use of existing platforms, SaaS configuration, vendor capabilities, integrations, automation, AI-enabled workflows, and custom software.
• Personally lead complex initiatives from discovery through solution selection, delivery, launch, adoption, stabilization, and learning, managing fit-for-purpose plans, sequencing, dependencies, decisions, risks, testing, readiness, and communication.
• Partner directly with SaaS providers, implementation partners, Technology, Engineering, Architecture, Data, Security, and platform owners.
• Translate customer and business problems into functional behavior, data needs, integrations, dependencies, and success criteria, contributing actively to feasibility and design decisions.
• Recommend build, buy, configure, integrate, or partner approaches.
• Develop evidence-based recommendations for priorities within a primary lane and translate approved Experience Optimization strategy into executable work.
• Manage, coach, and develop a small team of individual contributors while remaining deeply engaged in the work, setting outcome-based expectations, and providing direct mentorship.

Requirements

• Bachelor's degree or equivalent combination of education and relevant experience.
• 8+ years of progressively responsible experience leading customer, digital, product, operational, technology-enabled, or enterprise improvement work.
• Significant hands-on experience diagnosing problems across people, process, policy, data, systems, vendors, and organizational boundaries.
• Experience leading complex initiatives from discovery and future-state design through implementation, adoption, and measurement.
• Experience translating customer and business problems into functional behavior, requirements, data needs, integrations, acceptance criteria, and measures.
• Experience partnering with SaaS providers and technical teams to configure, integrate, extend, or co-design solutions.
• Experience managing and developing individual contributors while remaining an active practitioner.
• Experience working in matrixed teams where people and expertise move across priorities.

Benefits

• Medical, Dental, and Vision Coverage.
• FSA options for Medical, Dependent Care & Commuter Benefits.
• Paid Time off, Paid Sick Time, and Paid Holidays.
• 401(k) with generous match program.
• Free Life Insurance and AD&D.
• Long-Term Disability Insurance.
• Employee Discount.

Pay

FASHIONPHILE reasonably expects the range to be $115K-$150K + Annual Bonus for this position. Offered compensation will vary based on location, individual candidate qualifications, and experience.

This role is based in Lehi, Utah, but the company is open to candidates in all payroll states.