User Experience Manager

The Company:

Lumens is Enlightened by Design. We’re excited by design, too. We travel the world to find everything from authentic and iconic pieces, to the latest in contemporary interior décor, all sourced from global design brands, including exclusive pieces you won’t find anywhere else. And we’re always looking for fellow design enthusiasts to join our team. launched in 2004 with one goal in mind: to be the best place to shop for lighting, fans, furniture and accessories for people who love modern design. Since then, Lumens has become an established ecommerce pioneer and leader in lighting and mid-market and luxury home goods, offering a best-in-class customer experience with a service team composed of American Lighting Association-certified lighting and design enthusiasts serving trade professional, residential and commercial customers.
Today, Lumens is an innovative company at the forefront of good design, poised for growth with the backing of Design Holding and strategic links to world-renowned design brands Flos, Louis Poulsen, B&B Italia, Maxalto, Menu, by Lassen, Azucena and Arclinea. We’re looking for top talent with a shared vision around bringing the world’s best design products to discerning customers while seizing the opportunity to make a difference and impact the direction of the company. We are obsessed with our customers, play to win and believe in a great today and even better tomorrow. We are enlightened by design, and the future is bright at Lumens.
Check us out here:

The Opportunity:

Lumens is seeking an experienced User Experience Manager to own and manage our user experience team. This role supports the eCommerce Product Managers’ roadmap initiatives by using project scope documentation to build and deliver high quality site experiences while partnering with our internal technology team to maximize site efficiencies including improvements to conversion that drive sales and our overall site speed. The UX Manager is charged with developing and maintaining the optimal site experience across all templates and monitors the impact of improvements and changes with the goal of increasing site conversion by no less than 5% year over year. This role also is responsible for testing sitewide using core customer engagement KPIs as a baseline for measurable improvement. You will bring a data-driven mindset and a drive to maximize the online experience that contributes directly to the company’s success addressing customer friction points, reviewing, and prioritizing voice of the customer feedback, developing best-in-class eCommerce experiences, and building an impactful testing program to drive continuous site conversion improvements. This role will also manage third-party tools and relationships such as A/B testing partners, CSAT, and the design of site features including but not limited to the display of Ratings and Reviews and Live chat.
This role also currently manages a UI Designer and UX Researcher.
• Supervise an innovative and collaborative team to produce exceptional digital products that enhance the customer experience.
• Lead the A/B testing initiatives calendar including priorities, hypothesis, set up, tracking, analysis and reporting
• Be the expert on best practices and be able to articulate design decisions to all business stakeholders including C-suite
• Manage development of new products, technologies, and initiatives and support design direction for existing technologies and current operational initiatives.
• When needed manage contractors and consultant organizations supporting the delivery of technology and analytic projects.
• Support the UX/UI team members to help them gain confidence and experience with communication, leadership, and collaboration skills, and enable growth and advancement in their careers.
• Mentor team members to support team culture, skill and knowledge development, career growth, job satisfaction, work/life balance, collaboration, and extend the overall leadership philosophy.

• Core Competence Skills: – User experience and interface design, user-centered design, user research and requirements gathering, translation of UX insights/strategies into astute design layouts and systems, strong understanding of sound design principles such as typography.
• Problem-Solving Skills: – Exemplary conceptual thinker, with excellent oral and written communication and presentation skills and proven ability to solve problems creatively.
• Collaboration: – Drive collaboration and harmonious cooperation with project team members including UI Leads, Program Managers, Design Technologists, Business Analysts, and Developers to forge and ensure integrity of solutions and satisfaction of clients.
• Mentorship & Management: – Demonstrable experience coaching and guiding other XD team members on engagements of all scales and subject matter.
• Mentorship of Teams: – Demonstrable experience leading and managing other members of a multi-disciplinary team on engagements of all scales and subject matter.
• Software Skills: – Proficiency in common design tools such as, but not limited to: UXPin, Axure, Abstract, InVision Studio, Sketch, Figma, Adobe CC and business support applications including JIRA and Confluence. Bachelor’s degree and 5+ years’ relevant work experience leading eCommerce product initiatives.
• Extensive knowledge of eCommerce technologies, including eCommerce platform capabilities, complementary website tools, and A/B testing tools.
• Experience with Salesforce Commerce Cloud, Netsuite is a plus.
• Outstanding analytical skills; experience performing web analyses and interpreting test results and drawing conclusions. Experience working with and implementing Adobe Analytics is a plus.
• Proven ability to work with cross-functional teams, interface between business and technology.
• Outstanding written and verbal communication skills; able to promote technical and business credibility with internal and external stakeholders.
• Strong vendor management skills of third-party eCommerce and internal business tools such as Bazaarvoice, Certona and LivePerson, Loyalty Programs and Payment tools.
• Experience leveraging external resources, including offshore resources

Personal Characteristics:
• Obsessed with customers
• Innovative thinker who balances creativity with driving business results
• Comfortable managing ambiguity, change and multiple priorities in a fast-paced environment
• Remains calm under pressure; comfortable addressing difficult situations
• Works both strategically and hands-on
• Possesses proven organizational skills with attention to detail and the ability to prioritize and manage competing demands
• Demonstrates strong critical thinking with urgency and problem-solving skills
• Approaches tasks with optimism and a forward-thinking approach
• Willing to take strategic risks deployed via tests with structured metrics to continuously improve the program and find new wins

Location: Sacramento, CA or Walnut Creek, CA
Compensation: Competitive Base Salary
Benefits: access to health benefits + 401K + 3 weeks annual paid time off

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