Senior Digital Product Manager – Retention & Post-Purchase

About the Role

We are seeking an analytical, customer-obsessed team player to join our Digital Product team as Senior Digital Product Manager – Retention & Post-Purchase, reporting to the Head of Digital Product. This role focuses on the second half of the customer journey, including order tracking, returns, accounts, self-service support, and personalization for returning customers. You’ll lead a dedicated team of engineers and designers to transform completed purchases into repeat ones, owning the strategy, discovery, and iteration roadmap.

Responsibilities

• Own the end-to-end product strategy and roadmap for post-purchase, retention, and returning-customer surfaces, including order tracking, returns, account experience, order history, self-service support, and personalization.
• Drive the team’s north star metric: sessions returning to a meaningful product interaction within 30 days of purchase, along with input metrics like repeat rate, account creation, and self-service resolution rate.
• Define and implement personalization for returning customers, leveraging customer and order data to create effective rules for reorder, size/fit memory, and replenishment timing.
• Treat the post-purchase journey as a unified product surface, optimizing self-service returns, exchanges, and order status to reduce support contacts without sacrificing satisfaction.
• Direct our checkout optimization agency, setting the roadmap, prioritizing tests, and communicating results while maintaining checkout completion as a key metric.
• Partner with Retention and CRM teams to align on-site surfaces and lifecycle messaging (email, SMS, Braze) into a cohesive customer journey.
• Run discovery, define hypotheses, and own A/B tests end-to-end, including sizing, monitoring, reporting, and documenting results.

Requirements

• Digital product management experience with a focus on post-purchase, accounts, retention, personalization, subscription, or loyalty surfaces in DTC or eCommerce.
• Proven track record of improving repeat or retention metrics with measurable, sustained impact.
• Experience directing external agencies or partners to deliver customer-facing work, owning outcomes rather than just status reports.
• Strong experimentation practice, including running A/B tests end-to-end and reporting findings clearly.
• Hands-on experience with product analytics and experimentation tools (e.g., Optimizely, GA4, Contentsquare, Looker).
• Technical fluency in site experience surfaces, including templates, content models, component reuse, and personalization rule implementation.

Qualifications

• Motivated by retention challenges in a brand without a traditional loyalty program, leveraging product, experience, and timing.
• Strong point of view on personalization, balancing usefulness with avoiding intrusiveness.
• Comfortable collaborating with platform teams to achieve customer outcomes without controlling their roadmaps.
• Proactive communicator who shares context early and involves the right stakeholders at the right time.
• Alignment with Bombas’ mission and commitment to giving back.

Benefits

• Competitive compensation and employer-paid health, medical, and dental benefits.
• 401k with match, paid parental leave, and a fun, relaxed office environment.
• Flexible paid time off, including over 20 paid company holidays, "Flexible Fridays," and unlimited vacation, sick, and wellness days.
• Monthly phone stipend and $100 monthly wellbeing reimbursement.
• Equity in the business for all full-time employees.
• Regular team outings, company retreats, and volunteer opportunities.

The pay range for this position is expected to be between $152,000 and $162,000/year, with potential variations based on experience, skills, and market factors. Additional benefits include annual bonus and equity opportunities.