Product Manager, Customer Experience Platforms

Additional Considerations (if any): - At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Title: Product Manager, Customer Experience Platforms Department: Information Technology FLSA: Salaried (Exempt) Revision Date: 09/2026 About Hy-Vee At Hy-Vee, we believe the shortest distance between two people is a smile. We’re seeking people with a passion for customer service, a willingness to learn, and a commitment to being part of a team that strives to make our customers’ lives easier, healthier and happier. The Role and Why It’s Important This role owns the product vision, roadmap, and delivery outcomes for the platforms that shape how Hy-Vee and its subsidiaries listen to, serve, and resolve issues for customers, spanning Hy-Vee Customer Care, Midwest Heritage Bank, Vivid Clear Rx, and RedBox Rx. Day to day, you will translate business need into clear, prioritized requirements, partner with data, digital, retail, and subsidiary teams to bring that work to life, hold vendors accountable to the value they were bought to deliver, and measure whether each release actually made the customer experience better. If you’re relentlessly curious, energized by questioning the status quo, and want to see your work land in the hands of customers and the teams who serve them every day, this is the role for you. What You’ll Do No two days are exactly the same, but here’s what you can expect: Product Strategy and Roadmap Owns and maintains a single, transparent roadmap spanning Customer Care, MHB, Vivid Clear Rx, and RedBox Rx; sequences work based on measurable customer and business value rather than volume of requests. Builds business cases for new capabilities and platform investments, including cost, benefit, risk, and the specific outcome the investment is expected to move. Identifies opportunities to simplify and consolidate the customer experience technology stack — reducing tool sprawl, license cost, and the number of hand-offs between systems. Partners with the Chief Data Officer to translate enterprise data strategy into a customer experience platform strategy, and to surface trade-offs that require executive decision. Stakeholder Partnership Serves as the primary product partner to Customer Care leadership, Retail Operations (Store Directors, Area Vice Presidents, Territory SVPs), Digital, Ecommerce, Marketing, Legal, Finance, and subsidiary leadership at MHB, Vivid Clear Rx, and RedBox Rx. Runs a consistent intake, prioritization, and communication rhythm so stakeholders know what is committed, what is next, what was declined, and why. Builds trust by going to where the work happens — store visits, Customer Care listening sessions, pharmacy and subsidiary ride-alongs — and brings that firsthand context back into the roadmap. Establishes and maintains RACI clarity on cross-functional initiatives so decision rights are explicit and escalation paths are known before they are needed. Requirements and Delivery 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