Description

We are the cash people!

Cash / Pay on delivery is the largest instrument of choice by customers on Amazon.in (and in other similar emerging markets where we are expanding) – this despite the rapid advances in digital payments technology space. Customers continue to prefer Pay on Delivery (POD), not only because they want to pay by cash (indeed half of our COD customers pay digitally at doorstep!) – but because it solves many other needs for them – Building trust in the Amazon marketplace, peace of mind to only pay when the item is delivered, and not block money until then, ordering for friends and family who are not digitally savvy etc.

On the other hand, POD also has its down-sides: it leads to low-intent purchases, casual rejects and abuse from some customers, which impacts the sustainability of the instrument. Hence there is a need to continuously shape the POD offering, to make it available for the good customers, while reducing its access to the not-so-good customers, and make it an overall more sustainable business lever for Amazon.

This role aims to work on the key aspects of improving Customer experience and sustainability for POD – across onsite availability and experience, post-order payment experience, doorstep experience (through our Delivery associates and Last Mile operations teams), refund experience and managing overall instrument P&L. The product leader will need to consider both the customer experience, and also the experience for the delivery-agent who will be doing the money collection – hence have a good understanding of the mindset of the frontline agents.

The role will require the leader to work with multiple stakeholders – machine learning, fraud management, technology, delivery operations, and Amazon Pay leadership, to build the roadmap, the product and program interventions to build the multi-year strategy for Pay on Delivery. The role will be the primary and sole interface on this payment method for both global and cross-functional, cross-departmental teams, and work closely on industry-first, industry defining initiatives to identify who to offer this payment method and at what cost to make it the most preferred instrument for both existing and new to Amazon customers.

Key job responsibilities

1. Establish deep connections with customers and clearly articulate problems faced by our customers

2. Define the long-term product roadmap and what it would take to build a best-in-class experience for Pay on Delivery.

3. Influence Machine Learning/ Category / Finance / ShopEx / Customer Lifecycle Management / Delivery Operations teams on the roadmap/prioritization/experiments and success metrics.

4. Prioritize what to build in the next 3, 6, and 12 months

5. Partner with Engineering teams to drive execution

6. Work with partner teams across Category, Sellers, Operations, to drive adoption of product launches

7. Leverage learnings from WW Amazon locations, and find ways to build for products and tech built to be extended to these geographies.

A day in the life

• Manage business and technical requirements, ensuring overall coordination, quality, and acting as the primary contact for global stakeholders of your products and goals.

• Collaborate with scientists, economists, and engineers to deliver scalable ML models and generate customer insights at scale, while building project roadmaps.

• Apply scientific, engineering, and business best practices to drive innovation.

• Create high-quality documents (narratives & PR FAQs) to articulate your vision and report on initiatives to senior leadership.

• Influence feature and priority decisions with tech and platform teams based on overall impact and speed to market.

About the team

We will be honest – POD is a challenging area to work on. It has high level of ambiguity, the problem and solution space are both complex, and require patience, resilience and innovative ideas to iterate and figure out what works. It is like choosing to live in the mountains. To meditate. Or run a marathon. Tough, yet rewarding. And something that you need to choose as your “hard”, willingly, and play the long game.

You will be joining a team of such passionate believers – who have chosen to work in this area with a mission to improve the experience for the India that wants to shop on e-commerce using cash, and for those who are yet to trust us to move to a prepaid mode of payment.

Here is our team philosophy, so you know who you will be working with (every bit as important as what you will be working on)

https://docs.google.com/document/d/1-z-FgR-IVdKTPsiXZFluf213MoRNjh9eALWtYhKLpbc/

We are open to hiring candidates to work out of one of the following locations:

Bengaluru, KA, IND

Basic Qualifications

• 6+ years of product or program management, product marketing, business development or technology experience

• Experience with feature delivery and tradeoffs of a product

• Experience owning/driving roadmap strategy and definition

• Experience with end to end product delivery

• Experience owning technology products

• Product experience of at least 3 years in a customer facing high consideration use-case profile. Additional experience in multiple areas like as Logistics/ Operations facing products designed for on-ground / offline usage would be a plus.

• Strong communication skills – written (ideally narrative writing in Amazon style), verbal, inter-personal especially executive presence to provide compelling inputs and convince diverse stakeholders and leaders.

• Solid grasp on statistical techniques for experimentation and analysis

• Experience in Go-to-Market (GTM) to launch and grow a new product, both through online and offline interventions.

Preferred Qualifications

• Experience in influencing senior leadership through data driven insights

• Experience working across functional teams and senior stakeholders

• Proficiency in SQL, ability to mine data for insights

• Knowledge of key customer experience metrics and methodology (e.g., NPS)

• Basic knowledge of any user experience mock creation platform viz. Figma