Product Manager

Role Overview

Product Manager (Orders & Checkout) for a hands-on team building a Smart Cart, checkout, and order management experience. You’ll own the end-to-end customer and operational journey—from cart creation through approval, order routing, fulfillment, and issue resolution—with a major focus on improving order reliability.

Responsibilities

• Own the Smart Cart, checkout, and order management experience.
• Deliver the end-to-end journey: cart → checkout → approval → routing → fulfillment → issue resolution.
• Improve order reliability by detecting failures, prioritizing issues, and building recovery workflows.
• Build and refine supplier automations/integrations used to place and manage orders.
• Design approval flows, budget controls, delivery requirements, and supplier-specific purchasing rules.
• Improve customer communication when orders are delayed, changed, or unsuccessful.
• Define and drive product strategy: requirements, roadmaps, service levels, success metrics.
• Reduce manual intervention across the order lifecycle by improving internal tools and exception handling.

What You’ll Do (Day-to-Day)

• Turn complex, multi-step operational workflows into simple, reliable customer experiences.
• Investigate real failures via support tickets, shadowing customer calls, and incident deep-dives.
• Identify root causes behind broad feedback (e.g., “order did not work”).
• Create graceful failure states and decide when/how to notify customers.
• Collaborate cross-functionally with engineering, operations, and customers; step in manually when needed while pursuing automation.

Requirements

• 4–8 years of experience in product management, product operations, technical operations, or a similar product-oriented role.
• Experience owning a technically or operationally complex product area.
• Strong product judgement to translate customer/operational problems into priorities.
• Ability to map complex workflows, identify failure points, and prioritize by customer and commercial impact.
• Strong technical literacy and comfort working with engineers on automations, APIs, integrations, system constraints, and failure modes.
• Experience defining product requirements, metrics, service levels, and operational processes.
• Strong UX instincts for checkout, onboarding, error handling, and customer communication.
• Comfort investigating individual incidents (posting cuts off before listing additional items).

Nice-to-Haves

• (Implied) Experience with operational tooling, exception management, and scaling reliability-critical workflows.