Director Product Management and Store Design

Location Nashville, Tennessee, United States of America Category Retail Tech Support and Sales
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JOB DESCRIPTION

Director Product Management & Store Design 
Location: Nashville, TN 
  
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued. 

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong. 

What you will be doing: 
The Director of Product Management and Store Design, designs & develops products and services to serve UBIF target customers, tailored specifically to meet the needs of the UBIF channel. Scope includes subscription products sold through UBIF channel (e.g. Joyful Home, UBIF Membership, Office+) and providing input in identifying / designing UBIF point-of-need services to meet needs of specific target segments (e.g. SMBs; Schools; Partners).  Design holistic customer experience (pre-visit, in-store, post-visit), look and feel of the stores, concepts to test/pilot and determine what to launch across the store network.

 Essential Duties and Responsibilities: 
•    Reimagine uBreakiFix experiences to meet evolving customer needs through seamless, customer-centric solutions that unlock growth, blending subscription services, retail innovation, and service design.
•    Collaborate with UBIF, Marketing and Client teams to identify potential UBIF customers and their needs.
•    Design candidate products and services that meet those needs; Design includes features, pricing, plus performance levels needed to meet customer experiences requirements.
•    Collaborate with the UBIF team to understand current capabilities vs. those needed to deliver the product/service and determine feasibility of closing any capability gaps.
•    Collaborate with cross-functional team (UBIF, Finance, Pricing, Marketing, Client teams) to generate overall recommendations on products to pursue, including creating business cases where needed for bigger investments.
•    Run pilots, when necessary, in collaboration with Pilot Lead, to confirm product performance
•    Create recommendations for UBIF/Asurion implementation team on metrics to track to measure performance + success; Stay engaged post-launch in monitoring progress and iterate where needed to improve product/service performance.
•    Design holistic customer experience (pre-visit, in-store, post-visit), look and feel of the stores, concepts to test/pilot, determine what to launch across the network.
•    Build deep expertise in store footprint, customer needs, and franchise needs.
•    Design a holistic & unified customer experience (pre-visit, in-store, post-visit) across the UBIF network that deliver a distinctive customer experience.
•    Design innovative, interactive experiences to bring to life in stores our vision of “We’re here for you and your tech, whenever, wherever, however.”
•    Design of the store experience must include a focus on selling products and services that drive value for Asurion.
•    Prioritize retail concepts to pilot / test with a focus on improved customer experience & improved store-level economics.
•    Provide recommendations on customer experience improvements to scale across the network.
•    Adheres to internal standards, policies and procedures
•    Individual Contributor, with opportunity to develop into people leader depending on business needs
•    Performs other duties as assigned

Here’s what you’ll bring to the team: 
•    Bachelor’s degree in marketing, Product Management, Retail Design or related field required; advanced degree encouraged. 
•    MBA in Marketing preferred.
•    7+ years in product management and retail store design
•    Proven ability to design, develop and deploy revenue-focused customer experience and new products, innovative store and customer experiences. 
•    Experience managing multi-functional business units with P&L, budget, and people management responsibilities. 
•    Ability to develop, mentor, and highlight top talent within the business. 
•    Proven problem-solving and analytical capabilities.
Technical Skills: 
•    Product lifecycle management, including subscription-based offerings.
•    Market research and analytics tools (e.g., Tableau, Google Analytics).
•    Customer journey mapping and experience design tools.
•    Store layout and design tools/processes.
•    CX optimization platforms (e.g., Qualtrics, Medallia).
•    Omni-channel customer experience integration.
•    Retail operations tools (e.g., POS systems, inventory management).
•    Data analysis and visualization tools (e.g., Power BI, SQL).
•    Concept testing and piloting using A/B testing frameworks.
Soft/Leadership Skills: 
•    Strategic thinking and vision-setting.
•    Strong collaboration and cross-functional leadership.
•    Excellent communication and storytelling abilities.
•    Empathy and customer-centric mindset.
•    Adaptability and problem-solving under ambiguity.
•    Creativity and innovation in design and solutions.
•    Stakeholder management and influence.
•    Decision-making based on both data and intuition.
•    Team development and mentorship.
•    Resilience and perseverance in driving change.

TRAVEL REQUIREMENTS:
•    Travels: Yes
•    Percent of time: 50%
•    Overnight required: Yes  

We take care of you (benefits/perks):
•    Competitive pay and benefits including health, dental, and vision
•    Retirement savings plan 
•    Paid time off
•    Continuing education support
•    Ongoing training to grow your skills

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