Senior Program Manager, DTC Platform Performance

Hasbro’s Direct-to-Consumer (DTC) platform connects fans to our brands through Hasbro Pulse, Dungeons & Dragons Beyond, and future storefronts.

We are hiring a Sr. Program Manager, DTC Platform Performance to own how DTC platform performance is measured, understood, and reviewed across storefronts and customer experiences. This role operates at the platform level and serves as the central point of accountability for platform performance insights and operating rhythm. It enables decision making across Product, Engineering, Analytics, and business teams by providing a consistent, data-driven view of platform and customer performance.

You will define a clear view of platform health, lead the operating cadence (including Weekly Business Reviews), and translate performance and customer insights into actionable recommendations for product, experience, and operational improvements. This role ensures teams are aligned on what matters most, how performance is trending, and where to focus. This role is not aligned to any single brand or business unit and operates across the DTC ecosystem.

This is a hybrid role requiring three days a week in our Renton, WA office. 

What You’ll Do

1. Own Platform Performance

• Define and maintain the core metrics that reflect the health of the DTC platform, including conversion, engagement, retention, order quality, and customer satisfaction.
• Ensure consistency in how performance is measured by aligning metric definitions, data sources, and reporting across teams.
• Analyze performance trends, identify key drivers, and communicate risks and opportunities with clear business impact.
• Evaluate performance across the end-to-end customer journey, identifying where platform or experience improvements can drive better outcomes.

2. Lead the Operating Rhythm

• Own the Weekly Business Review (WBR) and related forums as the primary mechanism for reviewing DTC performance.
• Structure discussions around insights, decisions, and actions to ensure meetings drive outcomes.
• Provide clear visibility into performance trends, priorities, and tradeoffs for cross-functional teams and leadership.
• Track actions and ensure follow-through to measurable results.

3. Lead Customer Insights

• Define and evolve customer segmentation, identifying key cohorts, behaviors, and value drivers.
• Synthesize behavioral data, customer feedback, and support signals into a clear view of the customer experience.
• Identify and prioritize customer friction points and opportunities based on impact to performance.

4. Translate Insights into Direction

• Turn performance and customer insights into clear, data-driven recommendations that inform product roadmap priorities, customer experience improvements, and operational focus areas.
• Partner with Product, Engineering, Analytics, and Operations teams to ensure initiatives are tied to measurable outcomes.
• Support planning and prioritization with structured analysis.

5. Drive Alignment

• Align teams on shared definitions of success, priorities, and expected outcomes.
• Create transparency into performance, dependencies, and tradeoffs across initiatives.
• Support accountability through clear communication and consistent follow-up.

Minimum Qualifications

• 6+ years of experience in program management, business operations, or analytics-driven roles, with increasing scope and ownership
• Demonstrated experience owning business or performance metrics and operating cadences (e.g., WBRs, MBRs)
• Strong business judgment, with the ability to connect data to decisions and tradeoffs
• Experience communicating insights and recommendations to senior stakeholders, including structuring clear, data-driven narratives
• Strong analytical skills, including experience working with large datasets and using SQL and BI tools to explore and validate insights
• Experience working cross-functionally with Product, Engineering, Analytics, and Operations teams
• Ability to operate in ambiguous environments, define problems clearly, and structure data-driven approaches to solving them

Preferred Qualifications

• Experience in Direct-to-Consumer or digital commerce environments
• Experience with customer segmentation or lifecycle analysis
• Familiarity with experimentation and performance measurement frameworks
• Experience building or scaling business mechanisms such as performance reviews or reporting frameworks
• Experience influencing product or business decisions through data and structured analysis