Overview
About the Role - We are seeking a Shopper Product Manager to own the vision and execution of how we give shoppers and customers fair and efficient resolutions when orders do not go to plan. You will own the customer experiences, intelligent systems, and supporting workflows that allow us to act on customer order issues and optimize appeasement and refund spend each year.
About the Team - The Shopper Team provides high quality, fast, and reliable fulfillment for Customers, creates competitive and reliable earnings opportunities for Shoppers, and enables omni-channel, flexible and efficient fulfillment services for our retail partners. We work closely with engineering, machine learning, operations, design data science, research and cross functional teams across the company, to deliver a growing range of high quality products and solutions.
About the Job
- Lead a cross-functional team of engineering, machine learning, data science, operations, design, research, marketing, and more
- Drive product definition, strategy, and long term vision for initiatives across shoppers, customers and retailers
- Identify the biggest problems and drive new feature development from start to finish
- Run user research, usability studies, data-driven experiments to inform product direction
- Work closely with Customer Support org to improve the support experience across our marketplace
- Partner with Engineering, Machine Learning, Design and Data Science teams to build, experiment, iterate and launch product features and optimization models that can strike the right balance between efficiency and user experience in key areas such as chat automation and appeasements
- Consistently integrate behavior data and customer feedback into key product decisions
- Communicate product plans, benefits and results to all audiences - within teams, company, to users, press etc.
About You
Minimum Qualifications
- Proven track record of delivering impactful consumer products, leveraging data and user experience considerations
- Demonstrated ability to solve complex problems involving nuanced tradeoffs by crafting data informed solutions and thinking from first principles
- Experience partnering deeply with partners across different functions such as Operations, Machine Learning and Business Development
- Demonstrated ability to balance short term execution with long term strategy
Preferred Qualifications
- Experience in ecommerce or marketplaces
- Experience partnering with ML, leveraging LLMs
- Experience in building and executing on multi-year strategy
