Manager, Experience Strategy & Delivery (Expand)

FASHIONPHILE; Lehi (UT); On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Flexible spending account

Paid time off

401(k) plan

Life insurance

Long-term disability

Employee discount

Job summary

FASHIONPHILE in Lehi, Utah is seeking an Experience Optimization Practice Leader to guide high-impact customer experiences and oversee a small team of contributors.

You will frame problems from data and feedback, design future states across interactions and data flows, and drive initiatives from discovery to adoption, partnering with SaaS providers and internal teams.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 8+ years leading customer, digital, product, operational, or enterprise improvement work.
• Experience diagnosing problems across people, process, data, systems, vendors, and organizational boundaries.
• Experience translating problems into functional requirements and measures.
• Experience partnering with SaaS providers and technical teams.
• Experience leading complex initiatives from discovery to measurement.
• Experience mentoring and developing individual contributors.

Responsibilities

• Investigate and frame customer and business problems using data and context.
• Design practical future states connecting interactions, rules, and data.
• Evaluate changes, platform use, integrations, and AI-enabled workflows.
• Lead initiatives from discovery through delivery, adoption, and learning.
• Partner with SaaS providers, engineering, and data teams.
• Develop evidence-based priorities and execute strategy.
• Coach and develop a small team of individual contributors.

Skills

Leadership experience

End-to-end delivery

Matrixed teams

Problem diagnosis

Mentoring

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

SaaS configuration

Vendor integration

Job description

FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

About The Opportunity

The Experience Optimization Practice Leader is a senior, hands-on product and experience practitioner and people manager who leads complex improvement work from problem discovery through implementation and measurement. Each Practice Leader has a primary customer journey lane assignment, but lane alignment provides context and accountability rather than exclusive ownership. Practice Leaders and team members work across lanes based on priorities, expertise, development needs, and capacity. Responsibilities include:

• Personally investigate and frame consequential customer and business problems. Combine data, customer feedback, operational insight, frontline observations, system behavior, and technical context to separate symptoms from root causes.

• 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. Manage fit-for-purpose plans, sequencing, dependencies, decisions, risks, testing, readiness, and communication.

• Partnering directly with SaaS providers, implementation partners, Technology, Engineering, Architecture, Data, Security, and platform owners. Translate customer and business problems into functional behavior, data needs, integrations, dependencies, and success criteria. Contribute actively to feasibility and design decisions and recommend build, buy, configure, integrate, or partner approaches.

• 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. Set outcome-based expectations, strengthen technical product thinking and problem-solving, review the quality of analysis and solution design, and provide direct mentorship.

What We’re Looking For

• 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

What We Offer

• Medical, Dental and Vision Coverage

• FSA options for Medical, Dependent Care & Commuter Benefits

• Paid Time off, Paid Sick Time, and Paid Holidays

• 401(k) with generous match program

• Free Life Insurance and AD&D

• Long-Term Disability Insurance

• Employee Discount

Pay Scale: FASHIONPHILE reasonably expects the range to be $115K-$150K + Annual Bonus for this position.The company prefers to hire in our Lehi, Utah location, but is open to all states we are an employer in. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.