Senior Product Manager - Tech, Selling Partner Support

Do you want to play a role in the transformation of Selling Partner Support? We are recruiting a Senior Product Manager - Technical (PM-T) to help us craft our next-generation workflows solution.

Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems. We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2023. In 2023, our team eliminated 1.15MM Seller contacts by automating resolution to their problems without requiring an Associate. We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.

In 2024, we are busy transforming our legacy Workflows into Actions so that we have a library of capabilities that our new "Get Help" LLM-driven support experience will use to improve Selling Partner problem intent prediction, solution accuracy, and response quality. Once we complete re-implementation of our Workflows as Actions, those components will be LLM-learnable, -predictable, and -orchestratable; and we will turn our focus to automation expansion and building capabilities so that we can learn from our Associates about the improvised solutions they execute and get those codified in our model and scaled across the Associate population so that we can resolve more cases automatically and improve the Associate experience and resolution accuracy when human in the loop in required.

Key job responsibilities
Successful candidates will have the following:

Strategic vision based on rigorous analytics. Not only do you have a deep intuition for customer needs, you are also adept with quantitative data sets. Your innate curiosity drives you to find new ways to learn more about your customers and the industry.

Convincing communication. You thrive in environments with a wide range of stakeholders across various functions, and possess a toolkit of communications that enables you to construct engaging and conclusive narratives.

A strong sense of urgency to deliver a product that your customers love, in the shortest amount of time. You cannot wait to delight your customers, and execute relentlessly and innovate constantly as a result. When faced with hurdles, you enable your team and collaborate with your teammates to find mutually beneficial solutions.

A day in the life
Key responsibilities:

Build business cases, articulate strategy, sell your vision to leadership, understand the market, analyze consumer engagement, lead your team, etc.

Make hard, high-judgment trade-offs between features and speed-to-market

Develop a long-term strategy for your area of ownership and execute go-to-market plans for new features and offerings.

Present your findings to large groups, including senior leaders

About the team
We are a team of product managers, program managers, and process engineers, constructing guided solutions for Sellers and Support Associates so that we can quickly and accurately solve the problems our Sellers encounter everyday.