Senior Director, Loyalty Experience, Customer Care & Retail Experience Product Management

Job Location: San Francisco, CA/Remote - USA

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We're a company of people who forge our own path and leave the world better than we found it. What makes us different makes us stronger. Add your voice. Make an impact. Find your fit — and your future.

Join the Product Management team as Sr. Director, Loyalty Experience, Customer Care & Retail Experience, where you'll lead three product groups that define how Levi Strauss & Co. delivers exceptional customer engagement and bridges the gap between our digital and physical experiences. In this role, you'll shape the future of our customer-centric platforms — from loyalty programs to omnichannel care and retail innovation — and deliver solutions that drive brand advocacy, satisfaction, and seamless shopping journeys.

You'll report to the Vice President of Product Management and collaborate with senior leaders in Engineering, Operations, Marketing, Retail, and Customer Experience.

About the Job

• Lead the vision, strategy, and product execution across three enterprise-critical product groups: Loyalty Experience, Customer Care, and Retail Experience.

• Build and mentor a high-performing product management team, managers, senior PMs, and PMs across all value stream areas.

• Partner with business and technology stakeholders to define roadmaps that enhance customer engagement, streamline support operations, and elevate in-store experiences.

• Champion the use of AI, automation, and personalization to improve loyalty program effectiveness, customer support responsiveness, and retail innovation.

• Own the prioritization of large cross-functional initiatives, including loyalty platforms, CRM systems, omnichannel care solutions, and retail technology enhancements.

• Define success metrics that tie directly to business performance: increased customer retention and purchase frequency, loyalty program growth, customer satisfaction scores, retail conversion rates, and $$/sqft.

• Drive digital transformation by balancing long-term platform investments with near-term business value delivery.

• Represent Loyalty Experience, Customer Care, and Retail Product Management in enterprise planning, transformation programs, and executive forums.

About You

• 10+ years of experience in product management or technology leadership, with a focus on customer experience, loyalty, retail, or enterprise systems.

• Strong understanding of customer engagement domains: loyalty programs, CRM, omnichannel support, and retail operations.

• Deep experience with customer care processes including support automation, personalization, and service optimization.

• Familiarity with advanced analytics, AI/ML applications, and enterprise personalization techniques — and the ability to translate these into usable tools for business teams.

• Track record of delivering enterprise-scale software and transformation programs with measurable business impact.

• Proven leadership experience managing high-performing product teams across geographies and time zones.

This is a hybrid position based in our San Francisco, CA headquarters. You will be expected in office 3 days per week typically Tuesday-Thursday. Note, time in office can vary depending on business needs.

The expected starting salary range for this role is $235,000 - $267,000 per year. We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs.

Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, incentive plans, 401(k) matching, paid leave, health insurance, product discounts, and more designed to help you and your family stay healthy, meet your financial goals, and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request. Read more about our benefits here.

LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.