Tech Lead Product Manager

About the Role

The Loyalty Lead Product Manager is the product owner for Williams-Sonoma,

Inc.’s customer loyalty domain. This role owns the strategy, roadmap,

requirements, delivery, and operational health of experiences spanning loyalty

enrollment and account creation, loyalty-aware order placement, earning and

redemption, and the generation and delivery of rewards and certificates. The

role serves as the primary product authority for loyalty capabilities across

digital and store journeys and translates customer, business, and partner needs

into clear technology priorities.

Responsibilities

• End-to-End Loyalty Experience
• • Own the product experience for loyalty account creation, member
• identification, order placement, earning, reward and certificate delivery,
• redemption, returns, and servicing.
• • Provide product consultation, requirements guidance, and sign-off for
• loyalty-related capabilities across PIP, Cart, Checkout, account/rewards
• experiences, and store journeys.
• • Ensure customer-facing messaging, business rules, eligibility, identity and
• account-linking requirements, and exception paths are clearly defined and
• consistently implemented.
• • Partner with UX and research teams to simplify complex loyalty concepts and
• create intuitive, accessible customer experiences.
• Delivery and Integration Leadership
• • Lead product discovery and delivery from problem definition through
• requirements, design, build, testing, launch, and post-launch optimization.
• • Define and approve product requirements, epics, user stories, acceptance
• criteria, business rules, and release-readiness expectations.
• • Manage dependencies across eCommerce, stores, order management, customer
• identity/profile, payments, finance and reporting, marketing technology, and
• loyalty platforms.
• • Partner with Engineering, UX, PMO, Site Management, Quality Engineering, and
• operational teams to deliver reliable, scalable solutions.
• • Provide direction and approval for loyalty integration and implementation
• decisions involving external loyalty, credit-card, and platform partners, as
• applicable.
• Production and Operational Leadership
• • Lead product assessment and decision-making for loyalty production issues,
• balancing customer impact, revenue risk, program commitments, operational
• effort, and long-term product health.
• • Coordinate Production Support, Engineering, Loyalty Operations, Store
• Operations, Customer Care, Finance, and business teams through triage,
• resolution, communication, and follow-up.
• • Establish operational readiness for launches, including monitoring, support
• processes, escalation paths, business validation, and stakeholder
• communications.
• • Identify recurring issues and convert root causes into durable product,
• process, or platform improvements.
• Stakeholder Leadership and Governance
• • Represent the loyalty product domain in Loyalty Business meetings, and
• internal product and technology forums.
• • Build alignment across Product, Engineering, UX, PMO, Marketing, Finance,
• Legal/Compliance, Site Management, Store Operations, Customer Care, and
• executive stakeholders.
• • Communicate product decisions, priorities, risks, trade-offs, milestones, and
• outcomes with clarity and appropriate executive-level context.
• • Create strong working relationships with internal teams and external partners
• while maintaining clear ownership, accountability, and decision rights.
• Product Strategy and Portfolio Planning
• • Develop and maintain a clear product vision, strategy, and prioritized roadmap
• for loyalty capabilities.
• • Play a leading role in annual Marketing Product portfolio planning by
• identifying customer pain points, business opportunities, platform needs, and
• investment priorities.
• • Translate opportunities into well-defined initiatives with clear outcomes,
• scope, assumptions, dependencies, and success measures.
• • Use customer insights, operational data, financial impact, and program
• performance to make roadmap trade-offs and sequencing decisions.
• Criteria
• • 8 + years of product management experience owning complex, customer-facing
• platforms or end-to-end journeys in retail, eCommerce, or a comparable digital
• environment.
• • 5+ years of direct loyalty-program experience, including member enrollment,
• accrue and redeem points/rewards certificates, and partner integrations.
• • Bachelor’s degree in business, Marketing, Computer Science, Engineering, or
• a related field or equivalent work experience.
• • Proven ability to translate business strategy and customer needs into product
• roadmaps, requirements, measurable outcomes, and executable delivery plans.
• • Strong systems thinking and technical fluency across APIs and integrations,
• data flows, customer identity and account linking, order lifecycle, and
• operational support.
• • Experience leading cross-functional teams and influencing senior stakeholders
• without direct authority in a matrixed organization.
• • Strong product judgment, analytical problem-solving, and executive
• communication, and the ability to make timely decisions in ambiguous or
• high-impact situations.
• • Experience with Agile product delivery practices and close partnership with
• Engineering, UX, QA, PMO, and business teams.
• • Multi-brand, omnichannel retail experience spanning both digital and store
• journeys preferred.
• • Experience with co-branded or private-label credit-card programs and
• financial-services partners preferred.
• • Experience with enterprise loyalty platforms such as Kobie, Salesforce
• Loyalty Management, or a comparable solution preferred.
• • Experience managing vendors, implementation partners, and complex third-party
• dependencies preferred.
• • This role requires being onsite in the San Francisco, CA office Monday
• through Thursday.
• Our Culture & Values
• We believe that taking care of our people is vital to our success and we strive
• to offer equitable and transparent practices for all. We prioritize connection,
• growth, and wellbeing.
• People First
• Putting People First means investing in overall well-being and opportunities to
• grow and advance within the organization. Depending on the position and
• location, here are a few highlights of what benefits may be available:

Benefits

* A generous discount on all WSI brands

* A 401(k) plan and other investment opportunities

* Paid vacations, holidays, and time off to volunteer

* Health benefits, dental and vision insurance, including same-sex domestic

partner benefits

* Tax-free commuter benefits

* A wellness program that supports your physical, financial and emotional

health

Continued Learning

* In-person and online learning opportunities through WSI University

* Cross-brand and cross-function career opportunities

* Resources for self-development

* Advisor (Mentor) program

* Career development workshops, learning programs, and speaker series

WSI will not now or in the future commence an immigration case or "sponsor" an

individual for this position (for example, H-1B or other employment-based

immigration).

This role is not eligible for relocation assistance.

Williams-Sonoma, Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc.

will consider for employment qualified applicants with criminal histories in a

manner consistent with the requirements of the San Francisco Fair Chance

Ordinance, or other applicable state or local laws and ordinances.

The expected starting pay range for this position is $135,000- $165,000.

Applicable pay ranges may differ across markets. Actual pay will be determined

based on experience and other job-related factors permitted by law. In addition

to competitive pay, compensation may include a variety of other components like

benefits, paid time off, merit, and bonus opportunities.

Our Company

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of

high-quality products for the kitchen and home in the United States. Our family

of brands are Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn

Kids, Pottery Barn Teen, Rejuvenation, West Elm, Mark & Graham, Outward, and

GreenRow. These brands are among the best known and most respected in the

industry. We offer beautifully-designed, stylish and functional products for

every area of the home, including the kitchen, living room, bedroom, home

office, closet, laundry room and even outdoor spaces. We've seen some big

changes since our first brick-and-mortar store opened more than half of a

century ago. What hasn't changed is our passion for high-quality products,

functional design, outstanding customer service, and enhancing the lives of our

customers and the communities where we operate. Today, we're a multi-brand,

multi-channel, global enterprise supported by state-of-the-art technology and

some of the most talented teams in retailing - and we're always looking for new

energy and ideas.