Sr Digital Product Manager – Member Account & Self Service Experience

Sr Digital Product Manager – Member Account & Self Service Experience

This role is responsible for leading the AAA Washington member account and self-service experience across web and mobile platforms. Also, owns the account platform strategy with a focus on expanding self-service functionality, increasing adoption, optimizing logged-in conversions, and surfacing the full value of membership.

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we've served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.

You'll play an important role in bringing AAA Washington's spirit of service and peace of mind to our membership. Consistently ranked as one of the best places to work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

Essential Duties/Responsibilities:

• Defines and drives the vision, strategy, and roadmap for the logged-in digital experience, partnering with business and digital stakeholders to prioritize features based on member needs and enterprise goals.
• Balances quick wins with long-term value delivery – ensuring digital investments meet both member needs and enterprise growth objectives.
• Serving as the voice of the member, proactively identifies opportunities to personalize journeys, automate service flows, and improve engagement using integrated data and AI-driven tools.
• Leads the expansion of self-service capabilities across membership, insurance, travel, and Visa products.
• Responsible for product development and execution, overseeing the mobile app roadmap and delivering personalized digital features that surface relevant services and content (i.e. renewal prompts, trip details, discounts).
• Collaborates on ecommerce-style journeys for transactions, upgrades, and renewals – applying optimization tactics such as experimentation, funnel analysis, and real-time targeting.
• Collaborates with engineering, UX, IT, and data teams to design and deliver connected, user-centered experiences.
• Coordinates digital features related to identity, login, account linking, and secure session flows.
• Ensures integrations with systems such as Salesforce CRM, Adobe Experience Platform, Adobe Target, and Adobe Analytics.
• In collaboration with contact center, marketing, and personalization teams unlocks capabilities through AgentForce, AJO, and RTCDP to support proactive outreach, smarter handoffs, and member-specific messaging.
• Acts as a connector between business teams and technical delivery groups – translating vision into execution-ready work and clearly articulating trade-offs and dependencies.
• Presents roadmap progress, risks, and outcomes to executive leadership and stakeholders.
• Contributes to documenting scalable best practices in a Digital Growth Playbook to help replicate successful patterns across business lines.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.

Supervisory Responsibilities:

• This job does not have supervisory responsibility.

Minimum Qualifications:

• Bachelor's degree (BA) in information technology or related field or equivalent experience.
• 6+ years' experience in digital product management in web and mobile product strategies.
• 3+ years' experience in developing and executing logged-in or account-based digital product strategies.

Preferred Qualifications:

• Experience translating complex member or business needs into clear, actionable digital experiences.
• Experience in applying AI-driven tools (i.e. AJO, RTCDP, Einstein, or Genesys bots) to personalize or streamline digital services.
• Experience in membership-based organizations or regulated industries (insurance, travel, finance, healthcare).
• Familiarity with agile delivery methodologies and tools such as Jira, Azure Dev Ops, design thinking practices.

Knowledge, Skills, Abilities:

• Advance knowledge of member/customer account systems, self-service digital capabilities, and end-to-end user journeys.
• Familiarity with Adobe Experience Manager (AEM), Salesforce CRM, Mobile applications, and Analytics platforms.
• Ability to translate complex needs into clear, actionable experiences.
• Strong problem-solving skills.
• Highly effective communication, facilitation, and project management skill sets.
• Experience successfully collaborating professionally and diplomatically with diverse stakeholders.
• Ability to establish, nurture, and optimize key internal and external partnerships and influence organizational change.
• Prefer knowledge of personalization frameworks and customer data platforms (CDPs), and mobile/web optimization practices.

Salary:

• Hiring Range: $120,666 - $144,840
• Full Pay Brand for the Role: $120,666 - $168,912

Benefits We Offer:

• Health insurance (medical, vision, dental and prescription drug)
• Up to 22 days of Paid Time Off (PTO) in the first year
• Eleven paid holidays in addition to PTO
• 401(k) with Employer Match
• Life, Short-Term Disability and Long-Term Disability insurance
• Flexible Spending Accounts
• 4 Hours of Volunteer Time Off per year
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts and Perks
• Paid, on-going training throughout your career
• THRIVE wellness program
• Tax-advantaged commuter benefit
• Free parking
• Financial Literacy Education

Work Environment & Physical Demands:

The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.

Other:

• Equipment used: Computer, phone, various virtual technologies and programs, other office equipment
• Travel: Rarely Travel

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER: Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.