ജോലി വിവരണം

About the role

This position sits in the Eater product rollout space and is responsible for steering a portfolio of initiatives from the earliest insight work all the way through launch preparation and post-launch analysis. The role focuses on making customer-facing product changes robust, scalable, and ready for operational support, while driving structured rollout planning and close coordination with CX teams across the US&C and LatAm regions.

What you'll do

Lead the full execution cycle for a set of Eater initiatives, covering discovery, readiness, launch, and learning after release.
Make sure product changes aimed at eaters are well-built, operationally feasible, and scalable with minimal reliance on live support.
Plan rollouts in advance, coordinate launch activities, and create feedback loops after launch to support smooth transitions.
Work daily with customer experience partners in US&C and LatAm to align local needs with broader product objectives.
Use both qualitative and quantitative inputs to identify major contact reasons and friction points for eaters and define the problem clearly.
Convert insights into operational requirements and BRD inputs so business needs are reflected in the initiative plan.
Own launch readiness work, including workflows, escalation paths, monitoring, content, and enablement materials.
Coordinate rollout tasks across Product, Engineering, CommOps, and CX, while actively clearing blockers.
Confirm that help content and automation flows match new product behavior and exception handling, including edge cases, with little dependence on live support.
Track hypercare metrics such as contacts, defects, and escalations, then drive follow-up actions through to closure.
Support retrospectives and turn launch learnings into lasting operational improvements.

Requirements

Bachelor's degree is required.
At least 4 years of experience in technology, consulting, operations, or other project-based environments.
Strong ability to solve problems and manage cross-functional coordination.
Excellent communication and stakeholder-influence skills across multiple levels.
Comfortable using data to prioritize work and evaluate impact; SQL knowledge is a plus.
Experience in online food delivery is preferred.
Ability to influence Director and VP-level leaders and manage high-stakes relationships is preferred.
Experience working with Product and Tech teams on AI-enabled solutions or automated support workflows is preferred.
Self-directed, inventive, and comfortable collaborating across time zones.

Additional information

This employer notes that bonuses, equity, and other forms of compensation may be offered, along with a range of benefits. Offices are still an important part of collaboration and company culture. Unless full remote work is approved, employees are expected in the office on Tuesday, Wednesday, and Thursday. Some roles, including greenlight hub roles, require full-time office presence. Please check with the recruiter for the specific setup for this position.

Equal opportunity

All qualified applicants are considered without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other protected characteristic. Candidates with qualified criminal histories are also reviewed in line with applicable legal requirements. Accommodation support is available for applicants with disabilities or special needs.

About the company

The company’s mission is to reimagine mobility and build a better way for the world to move. It emphasizes bold ideas, real-world impact, and fast execution. The culture is described as one where employees help shape the path forward rather than follow a fixed playbook.

Senior Program Manager, Delivery Product Insight & Rollout - Eater