Product Operations Manager, Platform Support, Last Mile Delivery
San Bruno, CA
What you'll do at
The Product Ops Platform Support Manager will be responsible for overseeing the end to end Production support process with a goal of meeting SLA commitments from the tech organization.In this role, you will be accountable for developing a simple, consistent, & effective process to successfully support our customers, drivers and associates.This role and platform created will enable key stakeholders including delivery ops, Product ops and other key stakeholders to effectively self-manage issues within a shared platform.The platform should offer automated feedback to reporting stakeholders as progress is made and issues are resolved as well as effective reporting on key issues and performance. As the subject matter expert in this space, you will work closely with our technical team and Engineering to adhere to SLAs and ensure they have the appropriate tools and resources in place to meet business commitments. Document a plan and transform the Production Support Process for Last Mile Delivery: Document North Star for Production support including SLAs, best in class tools, visibility and reporting Issue reportingEnsure all issue reporting channels are healthy and reporting all issues with clarityCustomer Care (Contact center, Driver center) Delivery Ops Managers Stores Issue prioritizationDevelop process and system to ensure all top issues are appropriately treated as top priority with impact to the business clearly explained Issue resolution and feedback loopAlign with support teams on appropriate SLAs Ensure process is in place to give feedback to users when an issue is resolved or blocked CommunicationsDevelop daily reporting for Last Mile Production Support Develop weekly reporting for Last Mile and Tech leadership Oversee and empower team to optimize performance of Last Mile Production Support System: Develop training content and best practices to empower issue reporters to provide the best information to help support teams resolve issues faster Work closely with engineering team to understand bottlenecks and key areas blocking team from meeting SLAs Develop toolkit to help Engineering better manage bugs and production issues Progress towards North Star SLAs, best in class tools & visibility and reporting Minimum Qualifications: MBA or Bachelors degree with 4+ years experience in a related field Detail oriented & analytical Knowledge of Product management and software development process Cross-functional leadership experience Skilled at documentation in platforms like Confluence & Powerpoint Comfortable with ambiguity Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: Bachelors degree in Business Administration, Engineering, Operations , or related field and 2 years experience in operations, project management, or related area OR 4 years experience in operations, project management, or related area. Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Supervising Associates Masters: Economics Project Management - Project Management Professional - Certification
Minimum Qualifications: Bachelors degree in Business Administration, Engineering, Operations , or related field and 2 years experience in operations, project management, or related area OR 4 years experience in operations, project management, or related area.
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