Experience Strategy & Delivery Leader

Fashionphile; Carlsbad (CA); On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

FSA options for Medical, DependentCare

Paid Time off

401(k) with match

Life Insurance

Long-Term Disability Insurance

Employee Discount

Job summary

Fashionphile is seeking an Experience Optimization Practice Leader, a senior hands-on product and experience practitioner who will drive complex improvement work across customer journeys and organizational boundaries.

You will frame problems using data, feedback, and system context, design future states, and lead initiatives end-to-end from discovery to adoption. This role combines hands-on leadership with mentorship of a small team in a dynamic, omni-channel environment.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience
• 8+ years of progressively responsible experience leading customer, digital, product, operational, technology-enabled, or enterprise improvement work
• Significant hands-on experience diagnosing problems across people, process, policy, data, systems, vendors, and organizational boundaries
• Experience leading complex initiatives from discovery and future-state design through implementation, adoption, and measurement
• Experience translating customer and business problems into functional behavior, requirements, data needs, integrations, acceptance criteria, and measures
• Experience partnering with SaaS providers and technical teams to configure, integrate, extend, or co-design solutions
• Experience managing and developing individual contributors while remaining an active practitioner
• Experience working in matrixed teams where people and expertise move across priorities

Responsibilities

• Personally investigate and frame consequential customer and business problems.
• Designing practical future states connecting customer interactions, business rules, roles, workflows, communications, data, systems, and controls.
• Evaluating process or policy changes, better use of existing platforms, SaaS configuration, vendor capabilities, integrations, automation, AI-enabled workflows, and custom software.
• Personally lead complex initiatives from discovery through solution selection, delivery, launch, adoption, stabilization, and learning.
• Partnering directly with SaaS providers, implementation partners, Technology, Engineering, Architecture, Data, Security, and platform owners.
• Developing evidence-based recommendations for priorities within a primary lane and translate approved Experience Optimization strategy into executable work.
• Managing, coaching, and developing a small team of individual contributors while remaining deeply engaged in the work.

Skills

Leadership

Problem diagnosis

Cross-functional

SaaS integrations

Complex initiatives

Mentoring

Education

Bachelor's degree or equivalent

Job description

Fashionphile is seeking an Experience Optimization Practice Leader, a senior hands-on product and experience practitioner who will drive complex improvement work across customer journeys and organizational boundaries.

You will frame problems using data, feedback, and system context, design future states, and lead initiatives end-to-end from discovery to adoption. This role combines hands-on leadership with mentorship of a small team in a dynamic, omni-channel environment.