Product Manager, Customer Experience Platforms

Additional Considerations (if any): - At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other. Job Description: Job Title: Product Manager, Customer Experience Platforms Department: Information Technology FLSA: Salaried (Exempt) Revision Date: 09/2026 About Hy-Vee At Hy-Vee, we believe the shortest distance between two people is a smile. We’re seeking people with a passion for customer service, a willingness to learn, and a commitment to being part of a team that strives to make our customers’ lives easier, healthier and happier. The Role and Why It’s Important This role owns the product vision, roadmap, and delivery outcomes for the platforms that shape how Hy-Vee and its subsidiaries listen to, serve, and resolve issues for customers, spanning Hy-Vee Customer Care, Midwest Heritage Bank, Vivid Clear Rx, and RedBox Rx. Day to day, you will translate business need into clear, prioritized requirements, partner with data, digital, retail, and subsidiary teams to bring that work to life, hold vendors accountable to the value they were bought to deliver, and measure whether each release actually made the customer experience better. If you’re relentlessly curious, energized by questioning the status quo, and want to see your work land in the hands of customers and the teams who serve them every day, this is the role for you. What You’ll Do No two days are exactly the same, but here’s what you can expect: Product Strategy and Roadmap Owns and maintains a single, transparent roadmap spanning Customer Care, MHB, Vivid Clear Rx, and RedBox Rx; sequences work based on measurable customer and business value rather than volume of requests. Builds business cases for new capabilities and platform investments, including cost, benefit, risk, and the specific outcome the investment is expected to move. Identifies opportunities to simplify and consolidate the customer experience technology stack — reducing tool sprawl, license cost, and the number of hand-offs between systems. Partners with the Chief Data Officer to translate enterprise data strategy into a customer experience platform strategy, and to surface trade-offs that require executive decision. Stakeholder Partnership Serves as the primary product partner to Customer Care leadership, Retail Operations (Store Directors, Area Vice Presidents, Territory SVPs), Digital, Ecommerce, Marketing, Legal, Finance, and subsidiary leadership at MHB, Vivid Clear Rx, and RedBox Rx. Runs a consistent intake, prioritization, and communication rhythm so stakeholders know what is committed, what is next, what was declined, and why. Builds trust by going to where the work happens — store visits, Customer Care listening sessions, pharmacy and subsidiary ride-alongs — and brings that firsthand context back into the roadmap. Establishes and maintains RACI clarity on cross-functional initiatives so decision rights are explicit and escalation paths are known before they are needed. Requirements and Delivery Defines clear, testable requirements and acceptance criteria; partners with Data Integration and Data Platform engineering teams to shape technically sound solutions rather than handing over finished designs. Leads matrixed delivery teams composed of analysts, integration engineers, and vendor resources — without direct reporting authority. Manages the full product lifecycle from concept and definition through planning, development, release, adoption, and post-launch measurement. Owns go-to-market and change enablement for platform releases: training materials, communication to stores and subsidiary teams, and adoption tracking after go-live. Measurement and Continuous Improvement Establishes and publishes the metrics that define platform health — contact volume by channel and intent, AI containment and deflection rate, time to first response, time to resolution, close-the-loop completion, survey response rate, and customer satisfaction. Interrogates the data rather than accepting it: validates definitions, understands data quality caveats, and ensures reported figures are defensible before they reach retail leaders or the executive team. Maintains an active hypothesis backlog — proposes experiments, defines what success looks like in advance, and retires capabilities that do not earn their keep. Conducts regular reviews of underused platform features and license consumption, and recommends elimination, replacement, or renewed enablement. Vendor and Contract Management Serves as the day-to-day product relationship owner for Salesforce, ThinkLP, SurveyMonkey, Sierra AI, and related vendors; holds partners accountable to roadmap commitments, service levels, and contracted value. Leads or contributes to RFP and vendor evaluation processes, including requirements definition, evaluation criteria, demo coordination, scoring, and recommendation to the steering committee. Partners with IT Security, Legal, and Procurement on renewals, data privacy and protection requirements, and compliance obligations — including the heightened requirements that apply to banking (MHB) and pharmacy / protected health information (Vivid Clear Rx, RedBox Rx). Your Skills To be successful in this role, you’ll need to be able to: Demonstrated experience managing products through all phases of an agile product lifecycle — concept, definition, planning, development, implementation, and iteration. Hands-on working knowledge of CRM and customer service platforms, with Salesforce (Service Cloud) strongly preferred; comfortable discussing objects, case routing, workflow automation, and integration patterns with engineers. Working familiarity with Salesforce Marketing Cloud or a comparable customer engagement platform — journey design, audience segmentation, and email/SMS campaign execution