Job Title:  Digital Product Manager

What You Need To Know

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

The reputation of Southern Glazer’s is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer’s has been recognized by Newsweek as one of America’s Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents and Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Overview

The Digital team is transforming the way Southern Glazer’s customers, suppliers, sales, and service organizations interact with each other through its digital experiences. As the Product Manager for Self Service, you’ll lead initiatives that reimagine the tools and experiences our sales team, customer service team, and customers use to easily self-serve and fix issues when they arise. We’re at the forefront of leveraging AI and Agents to automate workflows, personalize interactions, and provide faster resolution through 24/7 resolution.

You’ll work cross-functionally with design, engineering, data science, and key partners like commercial and customer service teams to make rebuild our support and self-service experiences. This role is critical in shaping our customers’ satisfaction and our sales and service team members’ abilities to support our customers.

To succeed in this role, you'll need to demonstrate a proactive approach to solving complex challenges, implementing innovative solutions that blend strategic thinking with technical know-how. Your ability to analyze data-driven insights and adapt to evolving customer and business needs will be critical in shaping an efficient and enjoyable service experience. By fostering a culture of collaboration and experimentation, you’ll contribute to building a scalable, impactful digital experience that aligns with broader business objectives while embracing cutting-edge agentic ai capabilities.

Primary Responsibilities

• Lead strategy and roadmap for self-service experiences across sales, customer support, and customer experiences

• Translate user needs and business priorities into integrated, cross channel experiences that drive customer satisfaction while reducing costs to serve.

• Serve as a strategic partner to our commercial and customer support operations, ensuring priorities are aligned, well communicated, and progressing to plan.

• Collaborate with design and engineering teams to shape the experience and rebuild on a modern tech stack.

• Define and prioritize self-service features using a test-and-learn mindset, leveraging metrics such as reducing manual interactions and reducing time to resolution.

• Maintain a deep understanding of customer needs and collaborate with sales and customer support stakeholders to ensure the experience supports shared objectives.

Additional Primary Responsibilities

• Curate and refine the product team's backlog, giving priority to features that enhance omnichannel service, automation, and improved experiences for our end users
• Establish best practices and standards to engage with Service leaders to gain insights into their evolving needs, challenges, and feedback operational landscape.
• Focus on outcome and seamless user experiences over any specific technology; Driving tech-agnostic solutions.
• Compressing project timelines through Agile ways of working and rigorous prioritization
• Navigate the organization to remove obstacles for the product teams
• Critically assess existing capabilities to understand any build vs. buy approach to product developmen
• Launching and phasing solutions utilizing agile methodologies to build internal efficiencies and scalable technology development.
• Work with cross-functional teams of designers, full-stack engineers, architects, data scientists, DevSecOps, platform teams, to drive modular service-oriented solutions that leverage and create data assets

Minimum Qualifications

• Prior experience with Customer Service and Omnichannel support.

• Experience building best-in-class customer experiences that accommodate varied customer segments while maintaining a level of consistency that is supportable and scalable.

• Prior experience creating new digital products that succeed in satisfying the users‘ need, and optimizing existing digital products to increase adoption and utilization.

• In-depth knowledge of Agile methodologies.

• Experience with agile development teams and workflows within JIRA or similar systems

• Strong data-driven decision-making capabilities, particularly in the area of Customer Service and Callcenter operations.

• Experience working in a federated model with product teams use of digital and data platforms across proprietary data, software, and commercially off the shelf software as part of the enterprise architecture standards.
• Effective communication skills, especially in translating complex design ideas to non-design stakeholders.

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
• Physical demands with activity or condition may include walking, bending, reaching, standing, squatting, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.