Associate Product Manager, Rider Services Zagster

Ah5tqznm 400x400 Zagster | Boston 2018-07-20


The Associate Product Manager, Rider Services role has been created to ensure we are providing best-in-class support to our riders in innovative and effective ways. This person will be responsible for developing a vision for rider support and working cross-functionally to execute that vision. The ability to analyze rider data, diagnose trends, and develop technology-driven decisions will be key to success in this role.

Responsibilities 

  • Analyze root cause of rider issues and work with Product and Engineering teams on proactive policies, processes and improvements that will address them in the short and long term
  • Diagnose trends in rider challenges and successes, and provide continuous feedback loops to the rest of the company through analysis and recommendations to help members of the team keep the rider experience front of mind
  • Improve, refine and evolve support procedures and tools to improve efficiency
  • Develop support plans for upcoming product releases and updates to ensure a positive rider experience
  • Proactively improve all aspects of rider support at Zagster by collaborating with the internal team and our support center partners to help design amazing service procedures
  • Drive reporting and analysis best practices to understand rider behavior
  • Gather inputs from and effectively influence a wide set of constituents across the company towards improved rider outcomes
  • Manage projects in a timely and professional way from beginning to end to improve processes and tools in a cross-functional setting

Qualifications 

  • You have 1-3 years in a product and/or analyst role
  • You are passionate about driving a positive experience for our end users
  • You love using data to drive insights and decisions; you have a strong analytics skill set and love sharing those insights with others
  • You love technology and are eager to figure out how to leverage existing tools and build new ones to better serve our riders and our internal teams
  • You have experience managing data tools, dashboards, and reporting consoles, and can give concrete examples of data projects or outputs you've led
  • You have a can-do attitude with past experience finding creative solutions to difficult problems as a part of your professional career
  • You can thrive in a fast-growing, dynamic technology company
  • You are able to build relationships and rapport well with other teams and have a soft power of influence to ensure priority items are addressed across the company

What you get 

  • A great team of smart, motivated people who are changing how the world bikes
  • Credit toward purchasing a personal bike
  • Unlimited coffee, beer and snacks
  • Flexible vacation time
  • Generous health benefits
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