Product Manager – Service recovery
We are all about building products that make this world fun, and a more convenient place to live in! We @Swiggy dream of changing the way India Eats and now the way India consumes convenience! 🙂
Being a hyperlocal food delivery business means capturing the needs of not one, but three customers – the end consumers, the restaurants, and the delivery executives. The product team works closely with engineering, design, data sciences and analytics to deliver the best possible customer experience through seamless technology solutions.
This Product Manager will manage Service Recovery and post-order customer experience products at Swiggy. Customers expect quick exception management from Swiggy if anything goes wrong during their order journey, or when their food experience does not meet their expectations. Sometimes due to service quality defects and various hyperlocal factors (e.g. demand supply mismatches, weather constraints, restaurant factors, traffic etc), we are unable to fulfil the customer expectation and our promise of a seamless and reliable fulfillment experience. It is, hence, critical to ensure the presence of structured mechanisms driven by customer backward product and AI interventions, policies, and SOPs which handle such occasional gaps in service quality in a decisive and timely manner, and take required corrective actions to salvage customer experience and maximise customer retention.
The uber goal is to bring unparalleled convenience to Indian consumers by ensuring a highly reliable and consistent fulfillment experience on each and every Swiggy order and proactively act on service defects or exceptions in the post-order journey so as to retain every Swiggy customer.
As a Product Manager in this role, we expect the following from you –
Minimum 3-4 years of product management experience in consumer facing product management roles is a must. Proven ability to build and optimise consumer facing technology products and the vision to scale them fast, with relentless focus on quality and user experience. Prior experience in building and scaling marketplaces is preferred but not mandatory.
A very solid product sense exhibited through past decisions taken, and reflected in the quality of products shipped in your work experience with your fingerprints all over them. Deep interest in behavioral economics and how to leverage it to solve for human motivations and needs is preferred.
User Focus: Focus on interactions with customers to get an intuitive understanding of how they think and behave. Ensure customer’s needs are at the heart of the technology and experiences we build. Work effectively with all stakeholders required to bring user-backwards products to life, focus on delivering value to our users as soon as possible, and then iterating to maximise gains.
Vision – Ability to define a clear product vision which aligns with our broader business goals, and delivers real customer value.
Strategy: Ensure that the product strategy is clearly articulated across the org., well understood and communicated, and progress towards it is tracked holistically
Prioritisation: Make informed trade-off decisions while creating roadmaps, ensuring execution and time-to-market are optimised while balancing user needs and business priorities.
Long term thinking – Deep thinking on long term business needs and user focus while creating product roadmaps, and ability to glean customer insights and feedback from multiple channels including through structured customer research
Data oriented approach, a key eye for numbers, market insights and an appetite for business context and metrics. Can arrive at well thought hypotheses for fairly ambiguous questions and influence product vision/roadmap basis analysis of data patterns.
Owner mentality; willingness to take initiatives, the accountability to dive closure, tenacity, and grit
Outstanding oral and written communication skills, the ability to articulate and evangelize product vision, and ?Go to market plans??in a compelling story telling manner.
The ability to collaborate with cross-functional teams yet the assertiveness and influence to rally people around ?right??products and well informed decisions.
If you have a passion for building and scaling marketplaces that stand out for great customer experience, this is a game changing role in our crazy pursuit to build India?s most loved consumer brand.