layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Product Manager, Customer Experience Platforms at Hy-Vee | LAYIQ

Defines clear, testable requirements and acceptance criteria; partners with Data Integration and Data Platform engineering teams to shape technically sound solutions rather than handing over finished designs.
Leads matrixed delivery teams composed of analysts, integration engineers, and vendor resources — without direct reporting authority.
Manages the full product lifecycle from concept and definition through planning, development, release, adoption, and post-launch measurement.
Owns go-to-market and change enablement for platform releases: training materials, communication to stores and subsidiary teams, and adoption tracking after go-live.
Measurement and Continuous Improvement
Establishes and publishes the metrics that define platform health — contact volume by channel and intent, AI containment and deflection rate, time to first response, time to resolution, close-the-loop completion, survey response rate, and customer satisfaction.
Interrogates the data rather than accepting it: validates definitions, understands data quality caveats, and ensures reported figures are defensible before they reach retail leaders or the executive team.
Maintains an active hypothesis backlog — proposes experiments, defines what success looks like in advance, and retires capabilities that do not earn their keep.
Conducts regular reviews of underused platform features and license consumption, and recommends elimination, replacement, or renewed enablement.
Vendor and Contract Management
Serves as the day-to-day product relationship owner for Salesforce, ThinkLP, SurveyMonkey, Sierra AI, and related vendors; holds partners accountable to roadmap commitments, service levels, and contracted value.
Leads or contributes to RFP and vendor evaluation processes, including requirements definition, evaluation criteria, demo coordination, scoring, and recommendation to the steering committee.
Partners with IT Security, Legal, and Procurement on renewals, data privacy and protection requirements, and compliance obligations — including the heightened requirements that apply to banking (MHB) and pharmacy / protected health information (Vivid Clear Rx, RedBox Rx).
Your Skills
To be successful in this role, you’ll need to be able to: Demonstrated experience managing products through all phases of an agile product lifecycle — concept, definition, planning, development, implementation, and iteration.
Hands-on working knowledge of CRM and customer service platforms, with Salesforce (Service Cloud) strongly preferred; comfortable discussing objects, case routing, workflow automation, and integration patterns with engineers.
Working familiarity with Salesforce Marketing Cloud or a comparable customer engagement platform — journey design, audience segmentation, and email/SMS campaign execution — and an understanding of how consent, preference, and suppression requirements apply in a regulated financial services context.
Experience with survey, voice-of-customer, or feedback management platforms and the workflows that turn feedback into resolved customer issues.
Familiarity with conversational AI or virtual agent platforms, and a practical understanding of containment, deflection, escalation design, and the limits of automation in a service context.
Data fluency: able to read and reason about operational data, ask sharp questions of an analyst, understand data quality caveats, and draw conclusions that hold up to executive scrutiny. SQL familiarity is a plus.
Proven ability to lead and influence cross-functional teams without direct authority, and to build durable partnerships across corporate, retail, and subsidiary organizations.
Genuine curiosity and a continuous-improvement mentality — actively seeks out how the work is actually done, challenges assumptions constructively, and is energized by making things measurably better.
Clear and concise writing, communication, and facilitation skills; able to move fluidly between a technical working session and an executive readout.
Resourceful, detail-oriented, and highly organized problem solver, comfortable holding several competing priorities at once.
Ability and desire to manage multiple projects and business lines on a daily basis.
Comfort operating across regulated environments, including financial services and pharmacy, with appropriate care for customer and patient data.
Demonstrates a commitment to the Hy-Vee mission and a willingness to promote the core values and fundamentals of the company.
Drives a positive culture of innovation and continuous learning.
Reporting Relationships
Accountable and Reports to: SVP, Chief Data Officer
Direct Reports: None (leads matrixed, cross-functional delivery teams)
None. This position leads matrixed, cross-functional teams and is formally accountable for the delivery outcomes of those teams, including assigning and reviewing work, planning work of others, maintaining standards, and coordinating activities across internal teams and vendor resources.
Education and Experience
Bachelor’s degree preferred, or equivalent relevant experience.
Five or more years of product management, product ownership, or closely related experience, including direct ownership of a customer-facing or customer-service platform.
Experience in retail, grocery, healthcare, pharmacy, or financial services is preferred but not required.
Physical Requirements
Visual requirements include: ability to see detail at near range with or without correction.
Must be physically able to perform sedentary work: operating a computer, occasionally lifting or carrying objects of no more than 10 pounds, and occasionally standing or walking.
Must be able to perform the following physical activities: meeting with customers, kneeling, reaching, handling, grasping, feeling, talking, hearing, and repetitive motions.
Working Environment
The duties for this position are performed in a general or remote office setting. Periodic travel to stores, distribution centers, Customer Care operations, and subsidiary locations is expected. There is weekly pressure to meet deadlines and handle multiple tasks in a day.
Laptop and desktop computer, telephone, copier, printer, PC with Microsoft Office programs, and other software relevant to the specific position.
Scope of Ownership
Business Lines Supported
Hy-Vee Customer Care — Customer care contact and case management across phone, email, web, chat, social, and AI-assisted channels; post-purchase and close-the-loop survey programs; store- and district-level feedback routing and escalation.
Midwest Heritage Bank (MHB) — CRM, customer-service, and customer marketing tooling for Hy-Vee’s banking and insurance subsidiary, including account servicing workflows, Marketing Cloud journeys and campaigns, and the data integrations that support them.
Vivid Clear Rx — Member and patient support experiences for the prescription savings and mail-order pharmacy platform.
RedBox Rx — Patient support and service workflows for the telehealth and online pharmacy business.
Platforms and Technologies
Salesforce (Service Cloud / CRM / ThinkLP) — case management, contact linking, bi-directional sync, org administration across Hy-Vee and subsidiary instances
Salesforce Marketing Cloud — customer journeys, segmentation, and email/SMS campaign execution in use at Midwest Heritage Bank today
SurveyMonkey — multichannel survey build and delivery across POS, loyalty, email, SMS, web, and app
Sierra AI — conversational AI agent, deflection and containment, agent handoff to Customer Care
Zoom (Phone / Chat) — voice and chat channel enablement for Customer Care
Google Cloud — BigQuery, Pub/Sub, and Cloud Functions integration patterns supporting the customer data flow
Reporting and visualization tooling used by store, area, and executive audiences
Are you ready to smile, apply today.
Employment is contingent upon the successful completion of a pre employment drug screen.

Product Manager, Customer Experience Platforms

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