Senior Product Manager, Post Order Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the product strategy and implementation for the post-order customer experience.

• Leverage data and research to formulate hypotheses aimed at enhancing customer experience, retention, and self-service capabilities.

• Discover methods to promote reviews, favorites, reward points redemption, and reordering.

• Develop user-friendly tools that enable customers to manage their orders independently, without needing assistance from customer care.

• Establish and oversee key performance indicators (KPIs) while experimenting iteratively to optimize results.

• Shape the vision and roadmap for the post-order experience, encompassing order management, visibility, reviews, and rewards.

• Advocate for the roadmap and vision through the use of research and data.

• Cultivate a deep understanding of ezCater users and represent their needs passionately.

• Lead cross-functional product initiatives alongside Design, Research, Engineering, Data Analysis, Fulfillment Operations, and Customer Service teams.

• Identify opportunities for innovation and enhancements, implementing strategies to ensure an outstanding marketplace user experience.

• Create and track success metrics to gauge effectiveness.

• Travel to Boston quarterly for strategic planning and business reviews.

⛳️ Requirements

• Over 5 years of product management experience concentrating on consumer-facing e-commerce products.

• Experience in marketplace environments is advantageous.

• Familiarity with post-order experiences is preferred.

• Demonstrated success in innovating for the benefit of customers.

• Strong analytical skills with a capability to manipulate data effectively.

• Ability to construct hypotheses that lead to innovative solutions.

• Proficiency in AI tools such as Claude for prototyping and enhancing execution efficiency.

• Excellent teamwork and collaboration abilities.

• Willingness to travel up to 5 days each quarter for team gatherings, Together Weeks, and other events.

• Candidates must not require employer sponsorship for work visas or legal permanent residency.

• A background check may be necessary following a conditional offer.

🏝️ Benefits

• Competitive salary aligned with market standards.

• Stock options available.

• 12 paid holidays throughout the year.

• Flexible paid time off (PTO) policy.

• 401K plan with matching contributions from ezCater.

• Health, dental, and flexible spending account (FSA) benefits.

• Long-term disability insurance coverage.

• Resources for mental health and family planning support.

• Option for remote-hybrid work from either the Boston office, home, or a combination of both.

• Employee meal program when working in the office.

• Opportunities for career advancement.

• Emphasis on work/life balance.

• Responsibility and autonomy in your role.