At Insomnia Cookies, we believe warm cookies and delicious ice cream can brighten anyone’s day—or night. Behind every sweet moment is a digital experience designed to be fast, frictionless, and delightful. We're growing quickly, and we’re looking for a Senior Product Manager to lead the design and strategy of customer journeys that are as satisfying as our cookies.
As our Senior Product Manager for Customer Experience, you will be responsible for the strategy and execution of key customer-facing touchpoints across our digital platforms—from craving to checkout. Your focus will be to understand user behavior, eliminate friction, and deliver thoughtful and engaging branded experiences across web, mobile, and in-store systems. You’ll collaborate closely with engineering, design, marketing, and operations to create seamless, scalable, and high-converting user flows.
This role requires strong product management experience, a deep focus on the customer, and a design-led mindset. You should be comfortable analyzing data, conducting research, writing product requirements, and advocating for best-in-class customer experiences. The position reports to our VP of Digital Product & Development and will sit at our Philadelphia HQ 4 days/ week.
Sweet Position Perks:
• 4 day work week!! (yupp, we get every Friday off)
• A competitive base salary plus annual bonus compensation package
• A relocation package to assist in moving to the Greater Philadelphia area
• Eligibility for our Long-Term Incentive Program
• Excellent comprehensive benefits coverage that includes medical, dental, vision & pet insurance plans
• 401K with contribution match
• 3 weeks paid vacation plus 2 paid Insomnia personal wellness days
• Relaxed, fun, come as you are office culture
• Free cookies, branded swag and so much more!
Job Responsibilities:
Strategy & Roadmap
- Define and prioritize the customer experience product roadmap with measurable KPIs and clear business impact
- Develop insights-driven strategies that drive satisfaction, conversion, loyalty, and lifetime value
- Identify and champion new experience opportunities across the digital journey
Discovery & Design
- Lead customer research, interviews, journey mapping, and usability testing
- Collaborate with design to deliver intuitive, engaging solutions that elevate the Insomnia brand
- Own the experience from site entry through checkout, including personalization, loyalty, gifting, and delivery tracking
Delivery & Optimization
- Write product briefs, user stories, and functional requirements for engineering
- Manage backlogs and sprint planning to ensure timely and high-quality delivery
- Leverage analytics, A/B testing, and feedback loops to continuously improve user experience
Cross-Functional Leadership
- Partner with Marketing to integrate promotional and loyalty initiatives into digital channels
- Collaborate with Operations and customer service teams to reduce friction and support volume
- Be the voice of the customer in product planning, prioritization, and post-launch assessments
Desired Skills & Qualifications:
5–7+ years of product management experience, with a strong emphasis on digital customer experience in ecommerce, QSR, or consumer tech
Demonstrated success leading UX-first initiatives across responsive web and mobile
Experience with journey mapping, user research, A/B testing, and CX metrics (e.g., NPS, CSAT, conversion rates)
Strong communication and collaboration skills across disciplines
Data-driven decision-making with hands-on experience using platforms like GA4, Amplitude, or Mixpanel
Comfortable working in agile environments with shared discovery and delivery responsibility
Deep empathy for customers and a passion for simplifying complex user journeys
Bonus Points:
Experience in food delivery, loyalty, gifting, or omnichannel retail
Familiarity with personalization, AI-enhanced customer journeys, or design systems
Understanding of accessibility, motion, or micro-interactions in digital UX
About us:
Insomnia Cookies was founded in a college dorm room by then-student, Seth Berkowitz. Fast forward 20 years and so... many....cookies... later, our innovative bakery + delivery concept has become a cult brand known for its rabid following of cookie lovers who crave Insomnia’s warm, delicious delivery all day and late into the night. With an expanding footprint of over 300 stores globally, an experiential, “sweet-easy” concept as the brand’s flagship in Philadelphia, Pa. (where Insomnia Cookies is headquartered), and a rapidly-growing nationwide shipping and gifting portfolio... Insomnia Cookies is revolutionizing the cookie game by truly "Imagining What’s Possible"!
