Product Manager - Post Order Experience

About the role

As a Product Manager for Post-Order Experience, you'll own the end-to-end experience customers have after placing an order - from real-time tracking through delivery completion and everything that happens when things don't go as planned. This is a unique role that sits at the intersection of operations and consumer Product.

What you'll do

• Own the product vision and roadmap for post-order customer touchpoints, including order tracking, delay management, delivery status communication, and post-order feedback
• Drive improvements to our help center and customer support experience, identifying opportunities for automation and self-service
• Build and maintain workforce management tools and integrations (scheduling, punching, HR system integrations, compliance workflows)
• Collaborate with operations stakeholders to ensure rider-facing and customer-facing systems work together seamlessly
• Define and monitor key metrics across customer satisfaction, operational efficiency as well as workforce data quality and compliance
• Lead discovery, prioritization, and delivery with a cross-functional squad of engineers, designers, and analysts
• Balance quick tactical fixes with longer-term strategic bets - this domain requires both