Director, Post Purchase

JOB OVERVIEW:

This position is responsible to spearhead strategies that ensure customers not only feel valued after their purchase but also enjoy a seamless and engaging experience with our products and our eCommerce website. The position will partner with cross-functional teams across product, engineering, logistics, customer service, and finance to identify pain points and create scalable solutions that drive customer satisfaction, retention, and operational efficiency. This role is critical in a B2B environment where order complexity, high-value transactions, and customer trust are paramount.

KEY RESPONSIBILITIES:

• Optimize and implement a comprehensive online post-purchase strategy that aligns with company goals and enhances customer satisfaction.
• Collaborate with marketing, customer support, and product teams to create cohesive post-purchase experiences.
• Analyze customer feedback and data to identify pain points and opportunities for improvement in the post-purchase journey.
• Design and oversee post-purchase touchpoints, including follow-up communications, feedback loops, and loyalty programs.
• Measure the impact of post-purchase initiatives on customer retention and satisfaction metrics.
• Lead and mentor a team dedicated to optimizing the post-purchase experience across all products and services.
• Stay updated on industry trends and best practices, making recommendations for continuous improvement in customer experience.
• Stay abreast of industry trends and competitor offerings to inform product decisions.

SPECIFIC KNOWLEDGE & SKILLS:

• Bachelor’s degree in business, Marketing, Product Management, or a related field.

• Proven experience in product management or customer experience roles with a focus on online post-purchase phases.

• Strong analytical skills with the ability to derive insights from customer data and feedback.

• Exceptional communication and interpersonal skills, with a friendly demeanor to engage with various stakeholders.

• Experience in leading cross-functional teams and managing relationships across different departments.

• Ability to think strategically and creatively to solve complex customer experience challenges.

• A passion for customer success and a commitment to continuous improvement in the customer journey.

GENERAL SKILLS & COMPETENCIES:

• Backlog grooming: Maintain and prioritize the product backlog.

• Feature trade-offs: Make informed decisions about what to build now vs. later.

• Collaborate with other product managers on team

• Time management: Balance short-term delivery with long-term strategy.

• Familiarity with product management tools: (e.g., Jira, Confluence, Notion, Trello).

• Legal & compliance awareness: Especially important in healthcare, etc. a plus.

• AI & emerging tech trends: Stay up to date with evolving digital technologies.

MINIMUM WORK EXPERIENCE:

Typically 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience including proven experience in product management or customer experience roles with a focus on post-purchase phases.

PREFERRED EDUCATION:

Typically a Bachelor's Degree in Business, Marketing, Product Management, or global equivalent in related discipline. Master's degree or global equivalent preferred. May hold two or more industry certifications.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

The posted range for this position is $138,976-173,720 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

This position is eligible for a bonus not reflected in the posted range.

Other benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

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