Data Product Manager - Voice of Member

Key accountabilities / essential functions

· Defines and maintains the roadmap for Voice of Member data products and connects each investment to member experience, loyalty, service and operational objectives.

· Runs discovery with Member Care, Membership, Digital, Club Operations, Merchandising, Supply Chain and Marketing users to understand how member feedback is captured, interpreted and acted upon.

· Owns prioritization across surveys, satisfaction measures, complaints, contact reasons, service interactions, digital behavior, journey signals, sentiment, themes and closed-loop action capabilities.

· Defines common taxonomies, member-experience measures, business rules, quality thresholds, linkage requirements and acceptance criteria across feedback sources.

· Partners with data engineering, analytics and architecture to deliver governed Databricks products that integrate structured and unstructured experience signals.

· Evaluates and productizes appropriate AI/NLP capabilities such as topic classification, summarization, sentiment, emerging-issue detection and root-cause support, with human review and responsible-use controls.

· Designs products for action, not reporting alone, including ownership, routing, prioritization, traceability and measurement of business response.

· Plans adoption, training, communications, operating routines and support so insights are embedded in product, service and operational decisions.

· Measures performance through adoption, data trust, coverage, insight-to-action time and the member-experience outcome each product is intended to influence.

Scope, impact and decision making

Owns a cross-enterprise portfolio of Voice of Member data products serving leaders, analysts, product teams and operators. Makes roadmap, scope and sequencing decisions within the portfolio and recommends trade-offs involving shared member,

interaction and operational data. Impact is measured through adoption, quality, speed from signal to action and relevant member-experience outcomes.

Problem solving and complexity

Voice of Member data is distributed across channels, often unstructured and affected by context, selection bias and changing taxonomies. The role must avoid treating sentiment or survey data as complete on its own, connect feedback to behavioral and operational evidence and create explainable products that help teams act responsibly.

Leadership and influence

Leads through product vision, evidence, facilitation and influence rather than direct authority. Creates clarity across business, data, engineering, analytics, architecture, security and change-management partners; makes trade-offs visible; and holds the product team accountable for outcomes and adoption.

Key relationships and communication

· Member Care and Membership: feedback sources, service taxonomies, member journeys and closed-loop action.

· Digital Product, UX and Marketing: behavioral signals, journey research, experimentation and prioritization.

· Club Operations, Merchandising and Supply Chain: operational root causes, ownership and corrective actions.

· Data engineering, analytics, data science, architecture, privacy, security and governance: integration, NLP/AI methods, controls, quality and explainability.

Knowledge, skills and experience

Required qualifications

· 5+ years of relevant product management, data product, analytics product or comparable experience.

· Bachelor's degree in a related field, or equivalent practical experience.

· Experience owning product vision, discovery, roadmap, prioritization, requirements, launch readiness, adoption and outcome measurement.

· Hands-on working knowledge of Databricks and modern lakehouse concepts, including governed data products, pipelines, semantic layers, data quality, lineage and self-service consumption.

· Ability to partner effectively with data engineering, analytics, data science, architecture, security, privacy and business teams.

· Ability to define product outcomes and KPIs, use evidence to make prioritization decisions and communicate complex data topics in business language.

· Working knowledge of agile product delivery, backlog management, dependency planning and change adoption.

· Working knowledge of Voice of Customer or Voice of Member language and strategy, including surveys, satisfaction, NPS, complaints, contact reasons, journey analytics, sentiment, text analytics, root-cause analysis and closed-loop action.

Ways of working

· Keeping member and business value the deciding factor when scope pressure would cut it first.

· Building consensus across functions that have no reporting line to each other.

· Changing direction when evidence shows an approach is not working rather than continuing because of sunk cost.

· Holding commitments across concurrent workstreams and communicating early when constraints require a trade-off.

· Holding data products to ethical, privacy, security, quality and governance standards under pressure to ship.

Preferred qualifications

· Retail, wholesale club, service, contact-center, loyalty or digital customer-experience experience.

· Experience with survey platforms, contact-center analytics, digital analytics, journey analytics or experience-management platforms.

· Experience productizing NLP, GenAI or text-analytics capabilities with explainability, privacy and human-review controls.

Location type

☒ CSC/Remote ☐ Club ☐ Distribution Center ☐ Perishable DC ☐ Perishable HO ☐ Transportation ☐ Contractor Off Site

Working conditions and physical requirements

Work is primarily performed in a standard office or remote environment using computers and collaboration tools. The role may require periodic time in clubs, distribution centers or other BJ’s facilities to conduct discovery and understand operational workflows. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work travel requirements

Occasional business travel may be required based on product discovery, planning, implementation and stakeholder needs.

Compensation, Benefits and Duration

Minimum Compensation: USD 60,000
Maximum Compensation: USD 210,000
Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role.
Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full-time employees.
This position is available for independent contractors
No applications will be considered if received more than 120 days after the date of this post