Product Manager, Operations Support

1--800-Contact; Draper (UT); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Free eye exams for your family

Deep discounts on lenses and glasses

401(k) match

Flexible PTO

In-house restaurant (discounted meals)

Free snacks, ice cream & drinks

Job summary

SeekWell, the parent company of 1-800 Contacts, Luna, and The Framery, seeks a Product Manager for the Horizontal Product team. You’ll own operations systems and processes across fulfillment, supply chain, and customer support, partnering with Engineering and business teams to reduce cost and risk while creating incremental revenue opportunities.

You’ll drive a 2-year product strategy, establish KPIs, and manage intake from request to delivery.

Qualifications

• 3+ years of product management experience, ideally including work supporting internal operations functions such as fulfillment, supply chain, customer support, or similar.
• Demonstrated experience managing a work intake process from request through prioritization, delivery, and measurement of impact.
• Experience working in Agile software development frameworks.

Responsibilities

• Define the ~2-year product strategy for your product, leveraging data to drive a cohesive narrative between current and future state.
• Outline key product features that improve the experience for partners and internal teams, and establish KPIs for measuring team success, including operational cost reduction, risk reduction, and incremental revenue.
• Build and run a consistent intake process for requests from operations and support stakeholders by capturing, triaging, and prioritizing work based on its cost, risk, and revenue impact.
• Shepherd approved work through design, development, and delivery in close partnership with Engineering, ensuring nothing stalls between handoffs.
• Quantify and communicate the value of initiatives in terms of decreased operational costs and risk, and identify incremental revenue opportunities enabled through support systems.
• Monitor project status and lead cross-functional teams spanning Product, Engineering, Operations, and Support to bring complex projects across the finish line.

Skills

Product management

Data analysis

Agile methodologies

Stakeholder communication

Cross-functional leadership

Process optimization

Tools

Databricks

JIRA

Jellyfish

Job description

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Why you want this job

As a Product Manager on our Horizontal Product team, you'll own the product and process powering operations systems and processes on behalf of SeekWell. You’ll work across business supporting functions in fulfillment, supply chain, and customer support, as well as Engineering teams and other partners, to build systems that reduce operational cost and risk while creating incremental revenue opportunities through better support systems. You'll be measured not only on what you ship, but on the process discipline you bring to how work moves from intake to delivery, and on the operational and financial impact of that work.

What you’ll do

• Define the ~2-year product strategy for your product, leveraging data to drive a cohesive narrative between current and future state. Identify opportunities to simplify, streamline, and up-level the technology and internal procedures used across supporting operations functions, including fulfillment, supply chain, and support.
• Outline key product features that improve the experience for partners and internal teams, and establish KPIs for measuring team success, including operational cost reduction, risk reduction, and incremental revenue.
• Build and run a consistent intake process for requests from operations and support stakeholders by capturing, triaging, and prioritizing work based on its cost, risk, and revenue impact.
• Shepherd approved work through design, development, and delivery in close partnership with Engineering, ensuring nothing stalls between handoffs. Own product requirements, contribute to design documents, and take a leadership role in the software development lifecycle, including daily stand-up, planning/refinement, and retrospectives.
• Quantify and communicate the value of initiatives in terms of decreased operational costs and risk, such as reduced manual handling, lower error rates, or reduced compliance exposure. Identify and build the case for incremental revenue enabled through support systems, such as automation, self-service tooling, and improved partner integrations.
• Monitor project status and provide updates on a regular cadence. Organize and lead cross-functional teams spanning Product, Engineering, Operations, and Support to bring complex projects across the finish line, and troubleshoot issues in partnership with business, operations, and development teams.
• Interface with other development teams and systems/services, understanding the technical and functional interactions between this product and other parts of the business. Leverage tools like Databricks, Jellyfish, and JIRA to identify optimization opportunities for the team.
• Build strong, trusted relationships with both technical teams, including Engineering and Data, and business/operations stakeholders. Translate effectively between the two and communicate with stakeholders, executives, other product managers, and external partners to ensure alignment.

What you'll need

• Ability to work from our Draper, Utah office 1–2 days a week.
• 3+ years of product management experience, ideally including work supporting internal operations functions such as fulfillment, supply chain, customer support, or similar, and/or interfaces and integrations.
• Demonstrated experience managing a work intake process from request through prioritization, delivery, and measurement of impact.
• Ability to build a product strategy from scratch given business objectives, including quantifying cost, risk, and revenue impact.
• Excellent written and verbal communication skills, with the ability to translate between technical and non-technical audiences.
• Comfortable building relationships with and interacting with stakeholders from all levels of the organization, technical and non-technical alike.
• Experience working in Agile software development frameworks.
• Technical aptitude and the ability to be process-oriented, resourceful, self-motivated, and collaborative.

Who you are

• Humble, hungry, and smart
• Process-oriented, with a bias toward building repeatable systems over one-off fixes
• Technical aptitude
• Resourceful
• Self-motivated
• A natural relationship-builder, equally credible with engineers and business stakeholders
• Free eye exams for your entire family
• Deep discounts on lenses, glasses, and other services
• 401(k) match
• Flexible PTO
• In-house restaurant with highly discounted meals (Steak dinner under $6)
• Free snacks, ice cream, and drinks every dayFull onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.