Sr. Digital Product Manager, Account Management & Purchase Experience

About the role

This role is an Individual Contributor at the P4 level, located in Ventura, CA (Hybrid). The role supports Patagonia's broader Digital goals to deepen customer connection and deliver the full expression of the brand.

Responsibilities

• Own and evolve purchase product priorities, focusing on creating a hassle-free, secure checkout and managing payment solutions.
• Transform the My Account experience to efficiently guide customers to desired actions and create a meaningful location for understanding the relationship with Patagonia.
• Partner in strategies to collect and transform customer data into an insightful customer model with the intent to deliver a more authentic, personalized experience across all digital touchpoints.
• Collaborate closely with Customer Business Technology teams, Finance, UX, Product Marketing, and Digital Studio to translate business needs into product improvements and executable plans.
• Develop measurement frameworks for account management and purchase initiatives, including web analytics, customer data management, industry benchmarks, customer feedback, and lifetime value impact.
• Use quantitative analysis to understand customer behavior and product performance, including conversion rate optimization, payment-method adoption, customer mix, average order value, and repeat/new customer trends.
• Help shape and iterate on customer self-service digital experiences for post-purchase support, such as returns, cancellations, refunds, and trade-ins.
• Translate complex digital and operational issues into clear product requirements, concise write-ups, and coordinated work across technical and business partners.
• Track outcomes, share insights, and use data to refine roadmap, prioritize, and future post-purchase opportunities.
• Own and manage performance of metrics in key areas including, but not limited to, Cart to Checkout rate, Checkout Conversion rate, Failed Payment rate, Account Creation rate, and Order Cancelation rate.

Requirements

You must have 5+ years of related experience, leading digital product work in ecommerce or similar customer-facing digital environments. Strong product skills in areas such as digital product development, product road mapping, requirements gathering, backlog management, UX collaboration, and product testing are essential. Experience working on post-purchase or adjacent ecommerce experiences such as checkout, payments, order management, returns, refunds, or account/order-status flows is required. Demonstrated ability to use quantitative and qualitative data to understand customer behavior and inform product decisions is necessary. Experience partnering with cross-functional stakeholders such as Finance, UX, analytics/insights, Product Marketing, and technology teams is important. Familiarity with modern ecommerce systems and concepts, including payment processors, order/account experiences, returns workflows, and customer feedback loops, is beneficial. Strong analytical and communication skills, with the ability to turn findings into priorities, reporting, and actionable product recommendations, are crucial. A Bachelor’s degree in a related field and/or relevant certifications in digital product development & management (such as CSPO, CPM, NPDP) are beneficial but not required. Apparel and outdoor industry experience is a major plus.

Qualifications

A Bachelor’s degree in a related field and/or relevant certifications in digital product development & management (such as CSPO, CPM, NPDP) are beneficial but not required. Apparel and outdoor industry experience is a major plus.

Skills

Customer-centered: Focuses on making purchase experiences more intuitive and personalized, especially in moments that can create friction or uncertainty for customers.

Analytical: Uses data to identify patterns, validate decisions, and measure product impact.

Collaborative: Works effectively across cross-functional teams and aligns technical, operational, and customer needs.

Structured: Breaks down complex problems into clear priorities, requirements, and next steps.

Outcome-oriented: Cares about measurable results, whether that’s improving checkout efficiency, reducing friction, or increasing retained revenue.

Agile in approach: Comfortable iterating quickly, coordinating dependencies, and moving work forward in partnership with technical and business teams.

Mission-aligned: Energized by digital product work that supports Patagonia’s values and helps create better experiences for customers and the planet.

Benefits

Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.

Pay

Hiring Range: $127,000 to $148,000 USD Annual

Schedule

This position is Hybrid, with a standard schedule of Tuesday - Thursday on-site at our Ventura, CA office and remote work on other days. Occasional additional office visits may be required for team events or critical meetings.