Sr. Customer Success Manager, Transparency
Posted Updated
Description
The Transparency program helps brands stop inaccurate and counterfeit products, improve customer engagement, and gain valuable insights into their supply chain. Transparency uses unique serial codes to track every item through the supply chain to the end customer. The Transparency team is seeking a skilled and experienced Sr. Program Manager who is excited about leading our brand abuse and consumer engagement programs.
To be successful in this role, you must have a high capacity for Ownership, Deep Dive and Learn and Be Curious. You must be comfortable dealing with ambiguity, be an effective communicator, and be organized. Our business moves rapidly, and it’s important to be able to adapt to these changes while bringing relevant team members along the journey. You will have a high latitude on decision-making, and will work directly with product, engineering, sales & marketing, and operations stakeholders to define strategy and requirements, and then lead projects from design through delivery. This is a global role that will include interaction with stakeholders across US, EU, CN, IN, JP and AU.
Key job responsibilities
- Identifying customer and business opportunities and translating these opportunities into long-term vision and strategy. Systematically collecting, analyzing, and channeling brand feedback to product and leadership to shape roadmap priorities and service improvements.
- Owning a roadmap from ideation, research, experimentation, and go-to-market.
- Design and deliver scalable solutions, frameworks, and playbooks that regional teams can adopt to drive consistent brand outcomes across all marketplaces. Own the brand adoption lifecycle end-to-end — ensuring brands realize measurable value from Transparency, not just receive a launched feature.
- Managing prioritization, tradeoffs, and cross-functional communication, including presenting to senior leadership.
- Define business requirements for new and existing programs based on brand needs and business priorities, taking an active role in implementation to accelerate time-to-value.
- Track and report key program performance using appropriate metrics — building dashboards and reporting cadences that give leadership and regional teams visibility into adoption, impact, and risks.
To be successful in this role, you must have a high capacity for Ownership, Deep Dive and Learn and Be Curious. You must be comfortable dealing with ambiguity, be an effective communicator, and be organized. Our business moves rapidly, and it’s important to be able to adapt to these changes while bringing relevant team members along the journey. You will have a high latitude on decision-making, and will work directly with product, engineering, sales & marketing, and operations stakeholders to define strategy and requirements, and then lead projects from design through delivery. This is a global role that will include interaction with stakeholders across US, EU, CN, IN, JP and AU.
Key job responsibilities
- Identifying customer and business opportunities and translating these opportunities into long-term vision and strategy. Systematically collecting, analyzing, and channeling brand feedback to product and leadership to shape roadmap priorities and service improvements.
- Owning a roadmap from ideation, research, experimentation, and go-to-market.
- Design and deliver scalable solutions, frameworks, and playbooks that regional teams can adopt to drive consistent brand outcomes across all marketplaces. Own the brand adoption lifecycle end-to-end — ensuring brands realize measurable value from Transparency, not just receive a launched feature.
- Managing prioritization, tradeoffs, and cross-functional communication, including presenting to senior leadership.
- Define business requirements for new and existing programs based on brand needs and business priorities, taking an active role in implementation to accelerate time-to-value.
- Track and report key program performance using appropriate metrics — building dashboards and reporting cadences that give leadership and regional teams visibility into adoption, impact, and risks.