Product Management Team Lead - Customer Experience

Real people. Real service.

At SupplyHouse.com, we value every individual team member and cultivate a community where people come first. Led by our core values of Generosity, Respect, Innovation, Teamwork, and GRIT, we’re dedicated to maintaining a supportive work environment that celebrates diversity and empowers everyone to reach their full potential. As an industry-leading e-commerce company specializing in HVAC, plumbing, heating, and electrical supplies since 2004, we strive to foster growth while providing the best possible experience for our customers.

We are looking for a Product Management Team Lead to join our Customer Experience Team. This individual will report into our Director of Customer Experience and oversee a team of Product Managers, driving the vision and strategy for a variety of key development projects. In this position, your leadership is crucial to unlocking customer value while increasing development efficiency and the quality of solutions. If you’re passionate about leading teams and delivering solutions that make a difference, we’d love to hear from you!

This remote position is open to individuals who live in, or are open to relocating to, the following states: Arizona, Delaware, Florida, Georgia, Nevada, New Jersey, New York, North Carolina, Ohio, Rhode Island, South Carolina, Tennessee, Texas, Virginia, and Washington.

This position requires travel to our headquarters in Melville, NY 6 times per year for internal meetings and team building activities. We reimburse reasonable and necessary travel expenses, and you’re also welcome to work on-site anytime beyond these visits – our doors are always open.

Role Type: Full-Time, Exempt

Location: Remote 

Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. with time zone flexibility 

Base Salary: $110,000 – $135,000 per year

Responsibilities: 

Thought Leadership 

• Vision & Strategy: Establishes and communicates a clear product vision, aligning it with company goals, market opportunities, and customer needs. Ensures adaptability to changing business priorities while maintaining strategic focus. 
• Product Context: Stays informed on industry trends, competitive landscape, customer feedback, user & operational needs, and behavioral analytics to inform product strategy and enhancements. 
• Prioritization: Oversees project phasing and the prioritization and grooming of product backlogs, ensuring that features and enhancements are prioritized and delivered effectively. Balances competing priorities by aligning product initiatives with larger business goals to deliver maximum impact. 

Process Definition 

• Process Champion: Improves and leads adoption of process methodologies, including helping inform meeting cadence and execution on product teams and across product management team. 
• Documentation: Defines documentation standards to drive development efficiency, improve output quality, and build deeper referenceable guides on how products function. Ensures alignment to project documentation standards across product teams.  
• Inter-Department Collaboration: Drives teamwork across development teams, quality assurance, and project managers to deliver seamless execution of product initiatives. 

Execution & Quality 

• Project Execution: Responsible for efficiency of product teams and their timely execution of work against business goals. Helps teams identify and overcome bottlenecks, whether related to process, indecision, or needs from cross-functional or external parties. 
• Product Quality: Responsible for quality of product decisions on product teams, alignment to company goals, and stability of solution (meets requirements, doesn’t introduce bombs or unacceptable bugs). 
• Metrics & Monitoring: Defines success metrics for key initiatives and collaborates with the Insights team to track and analyze performance effectively. 

Team Leadership & Development 

• Coaching & Mentorship: Mentors product managers, fostering their professional growth and functional expertise. Encourages innovation and collaboration while setting/clarifying performance expectations. 
• Engagement & Retention: Actively supports team members’ engagement and career development, working to retain top talent. 
• Leadership Behaviors: Models GRIT, Generosity, Respect, Innovation, and Teamwork, setting high standards for leadership within the team. 

Communication & Influence 

• Influences and Informs Stakeholders: Communicates insights, strategies, progress, and outcomes effectively to senior leadership and cross-functional partners.  
• Gathers Leadership & Stakeholder Inputs: Gathers feedback to help define priorities, project scope, and requirements; filters and communicates inputs back to the team. Effectively fosters relationships with cross-functional partners to drive communication and garner support. 
• Facilitating Collaboration: Influences and improves the effectiveness of cross-departmental interactions to ensure shared goals are met.

Requirements: 

• Bachelor’s degree in Business, Computer Science, or a related field. 
• 5+ years product management experience in eCommerce, retail, or a related field working on customer-facing UI/technology products. 
• 1+ year in a product management leadership position and proven experience leading and mentoring others, with a focus on driving engagement and growth. 
• Demonstrated success in managing complex projects and adapting strategies to evolving business needs. 
• Mastery of Agile methodologies and experience implementing best practices.  
• Proficiency in product and project management tools (e.g., Jira, Confluence, Monday, Coda). 
• Familiarity with web and app development processes. 
• Strong analytical skills with a data-driven approach to decision-making, including experience with behavioral analytics and A/B testing (e.g. Google Analytics, Segment, Amplitude, Mixpanel)

Preferred Qualifications: 

•  Certified Scrum Product Owner (CSPO) or similar certification.

Why work with us: 

• We have awesome benefits – We offer a wide variety of benefits to help support you and your loved ones. These include:
  • Comprehensive and affordable medical, dental, vision, and voluntary life insurance options
  • 401(k) with up to 4% company match
  • Paid vacation, sick time, and holidays
  • Company-paid basic life insurance and long-term disability
  • Discounted auto, home, and pet insurance programs
  • Flexible Spending Account (FSA)
  • Confidential mental health, financial planning, and legal support through our Employee Assistance Program (EAP)
  • Company-provided equipment and one-time $250 work from home stipend
  • $750 annual professional development budget
  • $25 monthly Grubhub credit
  • Company rewards and recognition program
  • And more!
• We promote work-life balance – We value your time and encourage a healthy separation between your professional and personal life to feel refreshed and recharged. Look out for our wellness initiatives and ask about our Flex-Time Policy!
• We support growth – We encourage you to embrace continuous learning and take on new challenges. In an exciting and evolving industry, we provide opportunities for career growth through our annual merit and bonus opportunities, hands-on training, diversity and inclusion initiatives, internal mobility options, and professional development budget.
• We give back – We live and breathe our core value, Generosity, by giving back to the trades and organizations around the world. We make a difference through donation drives, employee-nominated contributions, support for non-profit organizations, Volunteer Paid Time Off, and more.
• We listen – We value hearing from our employees. Everyone has a voice, and we encourage you to use it! We actively elicit feedback through our monthly town halls, regular 1:1 check-ins, employee listening initiatives, and company-wide ideas form to incorporate suggestions and ensure our team enjoys coming to work every day.

Check us out and learn more at: https://www.supplyhouse.com/our-company!

Additional Details: 

• Remote employees are expected to work in a distraction-free environment. Personal devices, background noise, and other distractions should be kept to a minimum to avoid disrupting virtual meetings or business operations.
• Applicants must be currently authorized to work in the U.S. on a full-time basis. SupplyHouse.com will not sponsor applicants for work visas.
• SupplyHouse.com is an Equal Opportunity Employer. We welcome and encourage individuals of all backgrounds, experiences, and perspectives to apply. Employment decisions are based on qualifications, merit, and business needs.
• We are committed to providing a safe and secure work environment and conduct thorough background checks on all potential employees in accordance with applicable laws and regulations.
• All emails from the SupplyHouse team will only be sent from an @supplyhouse.com email address. Please exercise caution if you receive an email from an alternate domain.