Product Operations, Post Purchase at Wish
Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.
We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.Job Description
Product teams at Wish create the vision for the future of mobile first ecommerce. Wish’s Post Purchase Product Team is focused on winning the trust of our customers and reduce their uncertainty with making a purchase on Wish through providing a fair and positive customer experience.
The fundamental goal of Product Operations within the Post Purchase team is to ensure we create the right user and agent experiences to move our business forward. Product Operations works closely with cross-functional partners to surface needs, prioritize, test, rollout and iterate on products. In this role, you will work across legal, customer support, product, and finance to experiment and build customer first policies. You’ll be focused on maximizing customer retention through Wish policies while balancing risk, cost, and customer lifetime value.
What You'll Do
Drive project and key stakeholder alignment on policy initiatives to ensure they are connected to the larger customer retention and customer support goals
You'll partner with cross-functional teams including Product Management, Buyer Risk, Engineering, Data Science, and Customer Support to guarantee operational readiness of new features
Develop an end-to-end product rollout plan, and project-manage implementation for customer support product changes
Collaborate with key partners to prepare the product for launch and drive maximum impact
Surface and advocate for key insights from the customer support and buyer risk to advise product improvements
You’ll work with Data Science, Product, and Product analysts to explore customer data to determine the best levers to improve retention and customer satisfaction with Wish
You’ll design customer policy experiments and implement them with the help of your product management teammates
Act as the main POC for the company on refunds and customer policies
Passionate about customer experience, logistics, and eCommerce.
Ability to think strategically, creatively, and at scale
Solution-oriented, highly-motivated and proactive self-starter
Strong quantitative analysis skills and a data-driven approach to problem-solving
Bachelor’s degree or higher required
5+ years of experience in project/program management
Experience working in eCommerce or two sided marketplaces
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.