Sr. Manager, Customer Experience - Chantilly, Virginia

Job Description

Position Summary:

The E-commerce Team is seeking a dynamic and talented Senior Manager, Customer Experience to serve as the primary advocate of the web user. This role includes developing a deep knowledge of the customer and customer behavior through research and synthesis of data from multiple sources. You will also lead usability, user experience design and information architecture efforts across multiple projects, some small and some large. This involves optimizing the website for the user while balancing marketing, business and technical requirements. It also involves the ability to think strategically as the company expands its offerings across multiple platforms and devices, while being agile enough to put forth immediate tactical recommendations and solutions. The successful candidate will be able to coordinate among a wide range of cross-functional internal and external resources to ensure solutions and deliverables address user needs and business requirements and are vetted properly. 

Key Relationships:

Reports to:                 VP, e-commerce 

Major Responsibilities:

Execute on current optimization plan, and develop new ideas based on best practices, analytics, and input from customers and business stakeholders.

• Champion the user experience without losing site of business goals and objectives.
• Use customer & market research, customer and user feedback, customer usage and competitive analysis to identify and drive enhancements and optimization.
• Keep abreast of data across the organization to supports user experience improvements and project direction. Attend meetings as required to gather new insights.
• Present and clearly articulate user experience considerations to company leadership.
• Lead information architecture efforts and have ultimate responsibility for IA deliverables including sitemaps, wireframes, process flows, usage scenarios, and requirements.
• Specify, prioritize and communicate high level and detailed specifications using written specifications, business rules, flows and use cases.
• Collaborate closely with project manager, technology and testing teams to ensure web products are solid, logical and tested thoroughly.
• Collaborate with the business, technical teams, and vendors during discovery to help define project direction and assess the usability and feasibility of projects.
• Recommend and assist with usability testing efforts including scenario and prototype development. 
• Engage frequently with technical team during implementation; be available to quickly address questions that arise during implementation and to inform scope tradeoff decisions.