Senior Digital Product Manager – Retention & Post-Purchase

Job description

Job Title:

Senior Digital Product Manager – Retention & Post-Purchase

About Bombas:

Bombas is a comfort focused premium basics brand with a mission to help those in need. The company launched in 2013, after the founders learned that socks are the #1 most requested clothing item at homeless shelters. From there, they set out to solve that problem, donating a pair of socks for every pair they sell. How do you donate a lot of socks? You sell a lot. And how do you sell a lot? You make the most comfortable socks in the history of feet. Millions of pairs sold and donated later, Bombas has continued to innovate within its mission and product, introducing new socks, as well as underwear and t-shirts, the #2 and #3 most requested clothing items at homeless shelters, all while continuing to make a positive impact on the community where we all work and live.

Click here to see what it's like to work inside the Bombas Hive!

The word Bombas is derived from the Latin word for bumblebees. Bees work together to make their hive a better place. At Bombas, we’re inspired by that. We know it’s the collective efforts of our team that keeps the Hive alive and strong - a team that is diverse and inclusive. Different perspectives strengthen our ability to make the most comfortable versions of the products people wear closest to their bodies every day and to serve the communities where we all work and live. We are committed to continuously building a Hive where all are welcomed, seen, and heard regardless of age, color, ethnicity, gender, gender identity, genetics, physical or mental ability, protected veteran status race, religion and sexual orientation. As a team, we will strive to create room for different experiences and empower all voices.

Based on the specific needs and job requirements, this role will be working out of our Bombas HQ in New York City.

About the Job:

We are looking for an analytical, customer-obsessed team player to join our Digital Product team as our Senior Digital Product Manager – Retention & Post-Purchase, reporting directly to our Head of Digital Product. The ideal candidate has digital product management experience in the second half of the customer journey: everything after the order is placed, including order tracking, returns and exchanges, accounts, self-service support, personalization for returning customers, and the surfaces a repeat customer sees first.

This is an opportunity to own a mission from the start, leading a dedicated group of engineers and designers to turn a completed purchase into the next one. We are standing this team up now, and the post-purchase work running inside other teams today transfers to you. Your first big bet comes together with the Head of Digital Product, since we have few learnings in this space so far. After that ramp, the strategy is yours: discovery, hypotheses, and the iteration roadmap. The mandate is the customer-facing experience end to end. The platform underneath it (identity, customer and order data, internal agent tooling) sits with dedicated platform teams you partner with rather than own.

What you’ll be responsible for:

• Own the end-to-end product strategy and roadmap for post-purchase, retention, and returning-customer surfaces, including order tracking, returns and exchanges, the account experience, order history, self-service support, and personalization.

• Move the team north star: sessions returning to a meaningful product interaction within 30 days of a purchase. Own the input metrics beneath it (repeat rate, account creation and login rate, self-service resolution rate, post-purchase surface engagement) and report on them.

• Own personalization for returning customers. Define what a repeat session sees and the rules behind it (reorder, size and fit memory, recently purchased, replenishment timing), working from the customer and order data our platform teams expose, and prove which rules earn their place.

• Treat the post-purchase journey as one product surface rather than a set of vendor screens, including self-service returns, exchanges, and order status, with a stated target for support contacts avoided and no loss in customer satisfaction.

• Direct our checkout optimization agency: set the roadmap, prioritize the test pipeline, review and approve the work, and communicate results internally. Checkout completion stays your metric even though an external team builds against it.

• Serve as the primary product partner to Retention and CRM so on-site surfaces and lifecycle messaging (email, SMS, Braze) run as one journey instead of two roadmaps.

• Run discovery alongside delivery and own A/B tests end to end: define hypotheses, size and monitor experiments, report findings, and write down the results, including the ones proving an idea wrong.

What we’ll love about you:

• Motivated by the retention problem at a brand with no loyalty program. The levers here are product, experience, and timing rather than points.

• You have a poin

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