Global Courier Quality Product Manager

Description:

• Dostavista is one of the biggest and most technologically advanced players in the global same-day delivery market. We deliver unparalleled service to businesses and people, all the while creating millions of self-managing courier jobs.
• Last year, about 1 million people in 10 countries registered to work as couriers on our platform. They are students, security guards, cleaners, teachers, construction workers, full-time couriers, and others. All of them have different backgrounds, traditions and perceptions of the work of a courier.
• Our job is to help them create a perfect delivery experience with every single parcel, starting with a wide smile and “wishing a good day”.

Mission:

• The mission of the Global Courier Quality Product Manager is to transform ordinary employees into professional couriers, who know delivery etiquette: call at the right time, never ask how to use our app, follow instructions and cause zero problems that can be avoided. Challenge to you is to train a million couriers per year in 10 countries in the world.
• A successful candidate will need to develop a process of courier training and introduce it into every country, keeping local traditions in mind. The whole courier journey, from installing the app to their first order, is in the hands of the Product Manager.
• The successful candidate can decide how to score the courier during the registration or train them in the app. We have already laid the groundwork for fast hypotheses testing: we pride ourselves on doing everything online, from hiring couriers to their activation. It’s crucial to track couriers’ work from different sides; however, now we only have clients rating their job, and new methods need to be created. You will also be responsible for reducing the load on the support team by creating self-serve solutions, such as bots and help centers.
• You will need to build scalable solutions to all markets with the help of local teams. You will work closely with other product managers from the courier team, as well as, designers, copywriters, analysts and developers.

Expected outcomes:

• 100% couriers know our rules, app, and how to work with the clients. Zero tickets in support with topics ‘How to use the app’ from couriers and clients
• Successful courier training and testing process rolled out to all countries.
• Increased efficiency of human support by at least a factor of 2.

Requirements:

• Experience in mass training for couriers, waiters, sellers, etc will be highly valued
• Working with cross-functional team and multiple interested parties
• A fast learner, easily adaptable to new technologies
• Independence: you can do it all, from the idea to the first version of the product
• Experience creating MVPs for fast testing of hypotheses
• Product-oriented approach: able to see the core pain, data-informed and skillful at markets research
• Experience in customer interviews and surveys

What we offer:

• 100% Remote work or office in Moscow or in any other one of our 10 countries
• Opportunity to work with a big global team
• Common sense is in our DNA
• Horizontal structure without strict subordination and bureaucracy
• Chance to build global breakthrough products in delivery
• Competitive salary and comprehensive health-care with dental insurance