Product Manager – Helper Operations & Support

About Dolly:Dolly was created to reimagine the big and bulky item delivery experience by putting the customer in control and optimizing for convenience and safety at an affordable price. After delivering more than one million items, we are the leading on-demand delivery service trusted by retailers like The Container Store, Costco, Crate & Barrel, Best Buy, Big Lots!, and many more.Headquartered in Seattle, Dolly is currently operating in 40+ markets and will soon be everywhere. We’re passionate about creating a customer-centric brand that brings customers back time and time again. Our team is ambitious and humble, with innovation at the core of everything we do. This is a remote friendly opportunity.This is a remote friendly position provided you can work North American business hours.About the role:We’re looking for an experienced Product Manager to lead product initiatives for our Driver (called “Helpers” at Dolly) Operations and Support Teams! This includes oversight of our native iOS and Android Helper apps, used by our Helpers to browse and manage jobs, as well as our Helper recruiting platform.It also includes product responsibility for our internal tools used by the support team who are on the front lines with customers and retail partners. This is the first Product Manager hire specifically focused on this department making it an exciting opportunity for someone who thrives on having an impact. Finally, each Product Manager at Dolly owns a small handful of cross-platform services to ensure we’re breaking down silos and working across the organization.This role reports to the VP of Product, but will also work closely with Helper and Support Leadership, as well as Engineering and UX.As a Product Manager at Dolly you will:* Partner with leaders in the Helper and Support orgs to develop KPIs and dashboards.* Lead the Helper & Support team product roadmap by identifying and validating the top opportunities.* Manage projects through the lifecycle from ideation and design through scoping and testing and finally post-launch analysis and documentation.* Work horizontally across the organization improving the performance and scale of the cross-platform services under your leadership.* Leverage data in your decision-making including qualitative research (customer interviews, user testing) as well as quantitative analysis (a/b testing, behavioral analytics).* Drive results in a complex marketplace; balancing the needs of consumers, helpers, retail partners, and support team members.* Support the Dolly Code.We think you would be a great fit if you have:* 4-5 years of experience in a product management role with a preference for experience working in marketplaces and/or support teams.* Excellent communication skills in a fast-paced environment (verbal, written, visual) and the ability to manage through influence.* Experience conducting user research (customer interviews, journey mapping, user testing, a/b test oversight).* Proficiency in agile software development practices such as task breakdown and estimation, burndown charts, etc.* The ability to communicate at all levels in the organization; from roadmap advocacy at the executive level to sitting side-by-side with support team members breaking down problems.* Analytical skills to self-serve on most data-related inquiries; working knowledge of SQL preferred.* A knack for peeling the onion to the root problem and a collaborative working style with a strong focus on execution and results.* A curious mind and a bias for getting things done.About Us:Dolly is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, family or parental status, or Veteran status.