Post Purchase CX Operations, Product Manager
Company Description
Wish is the leading mobile commerce platform in North America and Europe. Our mission is to bring a high selection of affordable goods to everyone across the globe. With over 300 million users across the world, Wish is defining and building the future of mobile shopping.
Wish is committed to providing customers with the best possible shopping experience. As a Product Manager, you will work closely alongside engineering, cs and buyer risk operations, and design teams to define and manage Customer Support and Buyer Risk team’s tools. Our product managers are responsible for understanding the problem space and identifying key opportunities for growth by leveraging their product expertise and analytical insights.
Our team is small and nimble. We cultivate an environment for smart, driven innovators to thrive.
Job Description
What you'll be doing:
Drive customer support and fraud agent tooling strategy that retain customers on Wish and control business costs
Drive internal tools projects forward utilizing your top notch project management and stakeholder management skills
Conduct user research via focus groups, agent side by sides, and user surveys to build features that address user pain points
Determine build vs. buy for ops team needs
Responsible for product knowledge base and documentation
Work closely with engineering and QA during the build out of new features
Regularly communicate with stakeholders on project milestones
Be intensely business outcome driven
Qualifications
Bachelor’s degree or higher required
2+ years of experience in product management
3+ years of experience in Support or Operations
Passionate about customer support and internal tooling
Ability to dive deep and get into the weeds
A pro at project and stakeholder management
Ability to think strategically, creatively, and at scale
Passionate can-do attitude. Not afraid to try, learn, and improve, ability to work in a fast-paced team environment.
Solution-oriented, highly-motivated and proactive self-starter
Background in Support or Operations
Preferred Qualifications:
Startup experience
Strong quantitative analysis skills and a data-driven approach to problem-solving
Experience product managing operational or support features
#LI-BD1
Additional Information
Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.
Individuals applying for positions at Wish, including California residents, can see our privacy policy here.