At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 27,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.
It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!
Key Responsibilities
- Capture business requirements and utilize data insights to define the digital product roadmap, aligning to Five Below’s digital commerce and omni-channel strategy.
- Translate business objectives into clearly prioritized initiatives that improve acquisition, conversion, retention, and post-purchase customer experience.
- Manage the full product lifecycle for digital features and capabilities, from discovery through launch, optimization, and retirement.
- Develop a product strategy across digital experience with additional expertise in post-purchase journeys, including customer accounts, order visibility, transactional communications, and returns-related experiences.
Delivery Leadership
- Partner closely with technology teams and systems integrator partners to ensure clear requirements, strong delivery governance, and high-quality outcomes.
- Lead backlog refinement, sprint planning, and acceptance in coordination with internal technology partners and external delivery teams.
- Ensure delivery meets functional and non-functional requirements including performance, reliability, accessibility, scalability, and security through thorough user testing validation.
- Drive execution across interconnected platforms and workflows that support customer accounts, service interactions, notifications, and post-purchase experiences.
- Ensure experiences created in partnership with cross-functional teams are clear for our Five Below brand, protecting the integrity through a customer first lens.
Customer Experience & Feature Expansion
- Identify and deliver digital features that enhance the end-to-end customer journey across that help to drive business KPI’s.
- Lead optimization of post-purchase product experiences such as order confirmation and shipment emails, account creation and sign-in, order management, customer service, and issue resolution, creating trust-building experiences.
- Partner with Customer Service and CRM teams to reduce friction, improve self-service, and ensure the digital experience supports timely, accurate, and relevant customer communications.
- Apply qualitative and quantitative insights, including customer feedback, service trends, usability testing, and analytics, to uncover friction points and growth opportunities.
- Balance short-term optimizations with long-term platform and capability investments.
Stakeholder & Cross-Functional Leadership
- Serve as a primary product partner for UX/UI, Marketing, Ecommerce, CRM, Analytics, Operations, Customer Service, and Technology teams.
- Facilitate structured working sessions to align stakeholders around requirements, trade-offs, sequencing, and business outcomes.
- Communicate product strategy, progress, and outcomes in clear, business-focused language for leadership.
- Build strong cross-functional alignment between customer-facing teams and backend operational partners to deliver connected, trusted post-purchase experiences.
Data, Analytics & Continuous Improvement
- Define success metrics for digital initiatives across the full funnel, including acquisition, conversion, retention, self-service adoption, contact reduction, account engagement, and post-purchase performance outcomes.
- Leverage analytics tools to monitor performance, validate hypotheses, and inform iteration.
- Establish clear measurement approaches for transactional communications and post-purchase experiences, including email engagement, service containment, customer satisfaction, repeat engagement, and issue-resolution effectiveness.
- Support A/B testing, pilots, UAT, and feature launches to ensure successful adoption.
Financial & Operational Ownership
- Partner with Finance and Technology teams to support estimating, budgeting, and ROI analysis for digital initiatives.
- Monitor delivery against scope, timeline, quality, and business outcomes, taking action when tolerances are exceeded.
- Act as an escalation and communication point for customer-impacting incidents, articulating customer and business impact clearly.
- Prioritize investments that improve operational efficiency, reduce avoidable service contacts, and enhance the overall post-purchase customer experience to help drive retention, re-engagement and satisfaction.
Qualifications
- 8+ years of IT, Digital, or Product Management experience.
- 5+ years of experience in digital product management or product ownership on an Agile team, preferably for a large retail company.
- Demonstrated experience owning product strategy and execution across the full customer funnel, with additional expertise in post-purchase journeys.
- Experience partnering cross-functionally with Ecommerce, CRM, Operations, Customer Service, Analytics, and Technology teams to improve customer outcomes and business performance.
- Experience with customer account experiences, transactional email programs, and post-order journeys preferred.
- Experience using roadmap and agile project management tools such as Jira and Aha is a plus.
- Formal project management experience or certification is nice to have.
Specialist Knowledge
- Full-funnel digital experience across awareness, consideration, conversion, retention, and post-purchase journeys
- Omni-channel customer journey, including BOPIS, SMS, push notifications, transactional emails, and service touchpoints
- Customer account and authenticated experience management
- Customer journey mapping and service design
- Digital analytics and experimentation
- Project management experience is a plus
Systems Experience Preferred
- Digital commerce platforms such as CommerceTools, Salesforce, Adobe, or other platforms
- Search and browse platforms such as Algolia, Bloomreach, or Constructor
- Recommendations and personalization platforms such as Dynamic Yield, Constructor, or Yotpo
- Customer engagement platforms such as Blueshift, Salesforce, or Braze
- Digital analytics platforms such as Google, Adobe, or Power BI
- Testing tools such as BrowserStack, AB Tasty, etc.
Additional Capabilities
- Strong experience defining product requirements, including functional and non-functional requirements across digital products
- Experience with Project and Program management, understanding the need to plan, execute and communicate to leadership stakeholders
- Background in product roadmap management, including development and execution of a long-term vision
- Ability to develop a clear, complete understanding of customer needs and problems through careful listening, probing, encouraging, summarizing, and documenting
- Ability to develop and deliver communications, both oral and written, that have clarity and impact
- Ability to establish and maintain effective relationships with customers and internal and external stakeholders
- Ability to bridge customer touchpoints to deliver connected, optimized experiences based on customer strategies
- Understanding of test automation strategies to help define QA requirements and improve deployment quality and speed
- Dedication to exceeding customer expectations and requirements
- BA or BS degree in MIS, Computer Science, Business or related area preferred
Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we’ve got you covered—check it out today! benefits.fivebelow.com/public/welcome
Five Below is an Equal Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities . If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new
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