Experienced Product Manager - Tech, arenaflex Customer Service

Job ID: 2869180 | arenaflex.com Services LLC

Join arenaflex, a global leader in e-commerce and customer service, as we revolutionize the delivery driver support experience. As a Product Manager - Tech on the Shipping and Delivery Support (SDS) Tech team within arenaflex Customer Service (ACS), you will have the unique opportunity to shape the delivery driver support experience for one of the largest and most complex customer service operations in the world.

About arenaflex

arenaflex is a customer-obsessed company that is committed to providing the best possible experience for its customers. With a focus on innovation and customer satisfaction, arenaflex has become a leader in the e-commerce industry. Our customer service team is dedicated to providing fast, friendly, and effective support to our customers, and we are looking for talented individuals to join our team.

About the Role

As a Product Manager - Tech on the SDS Tech team, you will own the product strategy for delivery driver's self-service resolutions. You will work backwards from drivers' most important delivery and non-delivery scenarios to define simple, intuitive experiences in the driver's mobile app that reduce the need for human support and improve delivery success rate. With your passion and demonstrated experience in executing on end-user-facing product development, you will ensure that delivery drivers are empowered with low-friction, intelligent interactions that directly solve defects and provide personalized self-service resolutions.

Key Responsibilities

* Drive the product development lifecycle for the driver support self-service experience in arenaflex's mobile app for delivery drivers (aka arenaflex Flex app).

• Gain deep understanding of driver needs, SDS business and operations strategy, and the ACS and Last Mile technology landscapes to ensure your product solutions are working backwards from driver pain points.
• Collaborate with UX Research and Design teams to apply user experience best practices and validate that proposed UX achieves the desired impact.
• Develop high-quality documentation and user stories that effectively communicate the experience requirements and enable UX designers and technical partners to efficiently create and scale the desired experience.
• Collaborate with product peers and business intelligence to define product success metrics, ensure that user experience efficacy is measurable, and develop hypotheses for improving driver outcomes.
• Lead experimentation and evidence-based decision making to optimize the product's impact on driver experience.
• Execute the product roadmap in short-term and longer-term intervals, working with product peers and stakeholders to balance tradeoffs that deliver value for your end users and the business.
• Work closely with tech team members to align on implementation approaches that enable intuitive and high-performing mobile interactions.
• Approach product management with an entrepreneurial mindset, taking responsibility for the success of the experience and bringing ideas forward through effective collaboration with cross-functional teams.

A Day in the Life

As a Product Manager - Tech on the SDS Tech team, you will be responsible for driving the product development lifecycle for the driver support self-service experience in arenaflex's mobile app for delivery drivers. You will work closely with UX Research and Design teams to apply user experience best practices and validate that proposed UX achieves the desired impact. You will also collaborate with product peers and business intelligence to define product success metrics, ensure that user experience efficacy is measurable, and develop hypotheses for improving driver outcomes.

Objectives of this Role

* Drive the product development lifecycle for the driver support self-service experience in arenaflex's mobile app for delivery drivers (aka arenaflex Flex app).

• Gain deep understanding of driver needs, SDS business and operations strategy, and the ACS and Last Mile technology landscapes to ensure your product solutions are working backwards from driver pain points.
• Collaborate with UX Research and Design teams to apply user experience best practices and validate that proposed UX achieves the desired impact.
• Develop high-quality documentation and user stories that effectively communicate the experience requirements and enable UX designers and technical partners to efficiently create and scale the desired experience.
• Collaborate with product peers and business intelligence to define product success metrics, ensure that user experience efficacy is measurable, and develop hypotheses for improving driver outcomes.
• Lead experimentation and evidence-based decision making to optimize the product's impact on driver experience.
• Execute the product roadmap in short-term and longer-term intervals, working with product peers and stakeholders to balance tradeoffs that deliver value for your end users and the business.
• Work closely with tech team members to align on implementation approaches that enable intuitive and high-performing mobile interactions.
• Approach product management with an entrepreneurial mindset, taking responsibility for the success of the experience and bringing ideas forward through effective collaboration with cross-functional teams.

Essential Qualifications

* Advanced degree

• 5+ years of customer-facing product development and product management, including defining, launching, and optimizing product and services experience
• Experience with feature prioritization and product roadmap tradeoffs
• Experience coordinating complex products with stringent technical requirements, development cycles and schedules

Preferred Qualifications

* Knowledge of agile product development and life-cycle management process

• Experience leading cross-functional teams to deliver products and online services on tight deadlines
• Experience working with engineering and technical teams to build automated solutions

Work Environment and Company Culture

arenaflex is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We offer a dynamic and fast-paced work environment that is committed to innovation and customer satisfaction.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a dynamic and fast-paced work environment that is committed to innovation and customer satisfaction.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of its employees. We offer a range of training and development programs, including on-the-job training, mentorship, and leadership development programs. We also offer a dynamic and fast-paced work environment that is committed to innovation and customer satisfaction.

How to Apply

If you are passionate about this role and want to make an impact on a global scale, please apply! We value people with unique backgrounds, experiences, and skillsets. We are committed to a diverse and inclusive workplace and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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Note:

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Apply for this job