Support & Enterprise Product Manager

Overview

Position Overview

We are seeking a Product Manager to lead product development for customer retention and lifetime value for B&H's B2C and B2B customers. This role requires deep partnership-building skills and understanding of B2B, Sales, and EDU teams, combined with technical e-commerce product expertise in Customer Service touchpoints on the website. The PM will be responsible for driving solutions for complex business customer needs while delivering core customer experience features including account management, wish lists, email subscriptions, and loyalty programs that align with B&H's legendary customer service standards.

Key Responsibilities

• Create specialized landing pages for institutional customers and manage comprehensive digital B2B experiences including enterprise account portals, workflows, and professional purchasing tools
• Partner closely with B2B sales teams to understand enterprise customer pain points and translate business requirements into product solutions
• Own the product roadmap for customer service touchpoints including online chat, email integration
• Partner with Customer Service teams to identify opportunities for self-service improvements
• Optimize help center experience and entry points across the website
• Lead "My Account" optimization efforts to improve retention metrics
• Create loyalty program integration and customer engagement tools within account portals
• Optimize account onboarding and profile completion flows to increase customer lifetime value
• Build landing pages specifically tailored for enterprise, education, and support use cases
• Collaborate with Dev teams on complex e-commerce integrations and enterprise-grade features
• Ensure technical solutions meet enterprise security, compliance, and integration requirements
• Analyze key metrics for customer service entry points, and customer life cycle / retention rates to inform product decisions

Required Qualifications

Business Partnership & Domain Expertise

Customer Lifetime Optimization

Preferred Qualifications

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex or gender, marital status, veteran status, sexual orientation, arrest record, or any other characteristic protected by applicable federal, state or local laws. We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please let us know.

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