As Manager, Post-Delivery Experience within the company's Customer Experience team, you will own the end-to-end customer experience after an order is delivered. You will lead high-impact programs that improve both customer outcomes (satisfaction, effort) and business outcomes (contact rate, cost-to-serve, retention). This is a hands-on role that blends strategy and execution. You will define problems using customer and operational data, design and test solutions, pilot at scale across markets, and drive sustained impact through continuous optimization and rigorous performance tracking.
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Responsibilities
- Identify the highest-impact post-delivery pain points using customer, operational, and financial signals.
- Run structured analyses (cohorts, funnel diagnostics, segmentation, root-cause deep dives) to isolate drivers and quantify opportunity size.
- Own the full lifecycle of initiatives: problem statement, solution design, stakeholder alignment, pilot delivery, rollout plan, and iteration.
- Drive iterative scaling: continuously optimize programs against defined outcomes.
- Ensure every rollout includes measurement design, monitoring cadence, and clear decision thresholds (scale, iterate, or stop).
- Align Product, Tech, Ops, and Leadership on priorities, scope, trade-offs, and delivery plans for customer-impacting initiatives.
Requirements
- Fluency with tools such as Looker and Google Sheets to build/maintain dashboards and monitor program health continuously.
- Experience in cross-functional leadership and proactive communication is essential.
- Ability to present data-backed recommendations to senior stakeholders in a clear, persuasive narrative.
