Data Processing Manager - Voice of Member

Photon; Boston (MA); On-site; USD 110,000 - 170,000; Full time

Job summary

Photon is seeking a Data Product Manager- Voice of Member to own the vision, roadmap and delivery of data products that turn member feedback and signals into actionable insights.

You will lead cross-functional discovery with Member Care, Digital, Operations and Supply Chain to shape a unified product strategy and prioritize features across surveys, sentiment and journey analytics.

Qualifications

• 5+ years of product management, data/product/analytics product experience.
• Experience owning product vision, discovery, roadmap, prioritization and outcomes.
• Hands-on knowledge of Databricks and modern lakehouse concepts.

Responsibilities

• Defines and maintains the roadmap for Voice of Member data products.
• Runs discovery with cross-functional teams to understand feedback capture and action.
• Owns prioritization across surveys, satisfaction measures, complaints, contact reasons, service interactions, journey signals and action capabilities.
• Defines taxonomies, measures, rules, and acceptance criteria across feedback sources.
• Partners with data engineering and analytics to deliver governed Databricks products.
• Evaluates AI/NLP capabilities like topic classification, summarization, sentiment with controls.
• Designs products for action, including ownership, routing, prioritization, traceability and measurement.
• Plans adoption, training, communications and support so insights drive decisions.
• Meets adoption, trust and impact metrics for each product.

Skills

Product management

Data product

Analytics product

Discovery

Roadmap

Prioritization

Requirements

Adoption

Agile delivery

Stakeholder collaboration

Education

Bachelor's degree in CS

Tools

Databricks

Modern lakehouse concepts

Job description

For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernization. Our current focus and innovation in Digital Hyper expansion TM offers nearly limitless opportunities for career growth. For a brief 1-minute video about us, you can check out https://youtu.be/uJWBWQZEA6o.

Photon is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We bring out the best in each other.

We are looking for a Product manager who has extensive exp in Data Product and Supply chain.

Job Title: Data Product Manager- Voice of Member

Education: Bachelor's in computer science

Job purpose

Data Product Managers decide what gets built and why for Voice of Member data products. This role owns the vision, roadmap, prioritization and requirements for products that combine structured feedback, unstructured comments, service interactions, digital behaviour and operational signals into trusted member-experience intelligence. It enables leaders and teams to detect friction, understand root causes, prioritize improvements and measure whether actions changed the member experience.

Key accountabilities / essential functions

• Defines and maintains the roadmap for Voice of Member data products and connects each investment to member experience, loyalty, service and operational objectives.
• Runs discovery with Member Care, Membership, Digital, Club Operations, Merchandising, Supply Chain and Marketing users to understand how member feedback is captured, interpreted and acted upon.
• Owns prioritization across surveys, satisfaction measures, complaints, contact reasons, service interactions, digital behaviour, journey signals, sentiment, themes and closed-loop action capabilities.
• Defines common taxonomies, member-experience measures, business rules, quality thresholds, linkage requirements and acceptance criteria across feedback sources.
• Partners with data engineering, analytics and architecture to deliver governed Databricks products that integrate structured and unstructured experience signals.
• Evaluates and productizes appropriate AI/NLP capabilities such as topic classification, summarization, sentiment, emerging-issue detection and root-cause support, with human review and responsible-use controls.
• Designs products for action, not reporting alone, including ownership, routing, prioritization, traceability and measurement of business response.
• Plans adoption, training, communications, operating routines and support so insights are embedded in product, service and operational decisions.
• Measures performance through adoption, data trust, coverage, insight-to-action time and the member-experience outcome each product is intended to influence.

Scope, impact and decision making

Owns a cross-enterprise portfolio of Voice of Member data products serving leaders, analysts, product teams and operators. Makes roadmap, scope and sequencing decisions within the portfolio and recommends trade-offs involving shared member, interaction and operational data. Impact is measured through adoption, quality, speed from signal to action and relevant member-experience outcomes.

Problem solving and complexity

Voice of Member data is distributed across channels, often unstructured and affected by context, selection bias and changing taxonomies. The role must avoid treating sentiment or survey data as complete on its own, connect feedback to behavioural and operational evidence and create explainable products that help teams act responsibly.

Leadership and influence

Leads through product vision, evidence, facilitation and influence rather than direct authority. Creates clarity across business, data, engineering, analytics, architecture, security and change-management partners; makes trade-offs visible; and holds the product team accountable for outcomes and adoption.

Key relationships and communication

• Member Care and Membership: feedback sources, service taxonomies, member journeys and closed-loop action.
• Digital Product, UX and Marketing: behavioural signals, journey research, experimentation and prioritization.
• Club Operations, Merchandising and Supply Chain: operational root causes, ownership and corrective actions.
• Data engineering, analytics, data science, architecture, privacy, security and governance: integration, NLP/AI methods, controls, quality and explainability.

Knowledge, skills and experience

Required qualifications

• 5+ years of relevant product management, data product, analytics product or comparable experience.
• Bachelor's degree in a related field, or equivalent practical experience.
• Experience owning product vision, discovery, roadmap, prioritization, requirements, launch readiness, adoption and outcome measurement.
• Hands-on working knowledge of Databricks and modern lakehouse concepts, including governed data products, pipelines, semantic layers, data quality, lineage and self-service consumption.
• Ability to partner effectively with data engineering, analytics, data science, architecture, security, privacy and business teams.
• Ability to define product outcomes and KPIs, use evidence to make prioritization decisions and communicate complex data topics in business language.
• Working knowledge of agile product delivery, backlog management, dependency planning and change adoption.
• Working knowledge of Voice of Customer or Voice of Member language and strategy, including surveys, satisfaction, NPS, complaints, contact reasons, journey analytics, sentiment, text analytics, root-cause analysis and closed-loop action.

Ways of working

• Keeping member and business value the deciding factor when scope pressure would cut it first.
• Building consensus across functions that have no reporting line to each other.
• Changing direction when evidence shows an approach is not working rather than continuing because of sunk cost.
• Holding commitments across concurrent workstreams and communicating early when constraints require a trade-off.
• Holding data products to ethical, privacy, security, quality and governance standards under pressure to ship.

Preferred qualifications

• Retail, wholesale club, service, contact-center, loyalty or digital customer-experience experience.
• Experience with survey platforms, contact-center analytics, digital analytics, journey analytics or experience-management platforms.
• Experience productizing NLP, GenAI or text-analytics capabilities with explainability, privacy and human-review controls.