User Experience Manager

Title:
UX Manager

Location:
Phoenix, AZ

Managers Note:

• This is going to be a unique role in that we need more than just someone that produces designs.
• We need someone that knows how to tie everything into the business.
• The team is 17 Sr Designers, and this includes two Sr Researchers.
• The big part is going to be understanding business strategy and how to take UX and drive business outcomes and not just taking design orders.
• There will be accountability as it relates to business outcomes.
• Previous financial accountability is a must.
• Previous retail experience is a big plus.

Overview:

• We're seeking a UX Senior Manager who will lead a high-performing team of designers in crafting seamless, personalized customer journeys across digital and in-store touchpoints.
• This role is not just about improving design—it's about owning the conversion funnel, removing friction, and delivering measurable business outcomes.
• You'll partner closely with Omni Operations leaders to ensure that our digital/in store experiences drive customer satisfaction, accelerate revenue, and elevate our brand.

Essential Duties and Responsibilities:

• Align UX work with business goals: Prioritize and schedule UX initiatives that directly improve unit growth, revenue, and conversion performance.
• Drive conversion-centric design execution: Remove obstacles, run A/B tests, and lead UX reviews to ensure design decisions enhance conversion funnel performance.
• Partner with leadership: Define UX priorities and feature sets that support strategic growth and customer satisfaction objectives.
• Optimize across channels: Ensure a seamless, connected user experience across digital and in-store journeys that builds loyalty and trust.
• Establish UX best practices: Develop and maintain a reusable design playbook and enterprise-wide UX guidelines aligned with measurable KPIs.
• Mentor enterprise teams: Influence product, tech, and ops teams through UX tools, methods, and strategy integration across customer and employee experiences.
• Leverage Voice of Customer data: Translate customer feedback into actionable UX enhancements to reduce friction and improve delight.
• Human-centered design: Use a personalized approach to simplify and enrich the tire-buying journey, removing pain points and increasing conversion.
• End-to-end journey ownership: Always consider both customer and employee perspectives when designing solutions that impact business metrics.
• Test bold ideas: Champion innovation and experimentation—proactively disrupt the experience before external forces do.
• Collaborate with Marketing: Work closely with Paid, Organic, and Email teams to improve conversion, ROAS, and ROI through UX optimization.
• Apply CRO principles: Use data and behavioral insight to systematically test and improve conversion across key digital touchpoints.
• Team-oriented growth mindset: Support team development by sharing future UX trends and helping teammates elevate their impact.
• Analyze business defects: Identify experience breakdowns, define objectives, summarize findings, and propose UX-driven business improvements.
• Support Omni-Channel execution: Ensure UX and design align with cross-functional requirements and support both digital and in-store experiences.
• Ensure testable requirements: Translate UX needs into measurable, testable, and outcome-driven requirements.
• Act as SME on web features: Document, maintain, and evolve business rules related to site functionality and design logic.
• Collaborate through SDLC: Partner with development teams to align design requirements with technical feasibility and delivery schedules.
• Own UX delivery timelines: Coordinate and communicate feature development schedules and dependencies across functions.

Qualifications – UX Leader Driving Conversion & Business Growth

• 10+ years of UX leadership experience, including roles such as UX Manager, Head of Digital Experience, Product Design Lead, or similar.
• Proven track record of delivering business outcomes through UX—must show measurable impact on conversion rates, revenue growth, and customer satisfaction.
• 7+ years of experience managing end-to-end UX for omnichannel products spanning digital (web/mobile) and in-store/physical environments.
• Strong command of CRO (Conversion Rate Optimization) principles and ability to embed UX into the digital conversion funnel.
• Experience leading cross-functional teams through multiple design cycles, from discovery to launch, with a data- and outcomes-first mindset.
• Demonstrated expertise in human-centered design, Design Thinking, and Voice of Customer research, with ability to translate insights into scalable design solutions.
• Advanced proficiency in UX and prototyping tools such as Figma, Sketch, InVision, Adobe XD—must be capable of hands-on concepting and prototyping.
• Strong portfolio of UX-led product improvements, showcasing business impact across mobile and desktop platforms.
• 3+ years of direct leadership of UX or Product Design teams, with strong mentorship and talent development skills.
• Experience collaborating with growth marketing teams (SEO, paid, email) to maximize ROAS/ROI through UX strategy.
• Deep understanding of Agile methodologies and product lifecycle management, with experience owning a design backlog and participating in sprint planning.
• Strong analytical acumen with ability to interpret business KPIs, funnel analytics, user behavior, and apply insights to UX prioritization.
• Comfortable leading design reviews with senior stakeholders, advocating for user needs while tying design decisions to revenue, unit growth, and strategic priorities.
• Excellent communication and storytelling skills, capable of influencing diverse stakeholders across product, tech, marketing, and operations.
• Experience in enterprise-scale platforms (SAP, Hybris, Salesforce Commerce Cloud, or similar) is a plus.
• Energetic, innovative mindset with a bias for action, experimentation, and continuous improvement.
• Proven ability to thrive in fast-paced, matrixed environments, managing ambiguity and pivoting quickly to meet shifting priorities.

Educational Requirements:

Bachelor's or Master's in Design, HCI, Psychology, or related field preferred.