13 days old


Kelly Services
Pleasanton, CA 94588



The eCommerce Department has an opening for a Product Manager, Customer Support Strategy and Innovation. This position is in Pleasanton, California OR Dallas, TX .

Position Purpose

Our Client seeks to offer customers an easy, exciting and friendly ecommerce shopping experience, through the invention of personalized and localized digital experiences for our 34 million plus weekly customers.

The Senior Product Manager of Digital Trust & Safety within the Customer Service Strategy and Innovation team will be responsible for building and scaling our Trust & Safety program within clients Customer and Digital business. Trust & Safety Product aims to create a trustworthy and safe ecommerce experience across all of clients brands. We do this by deterring, detecting, and addressing harmful activity (while minimizing friction to good users) and promoting user behaviors that foster a thriving and growing relationship with clients. Our team includes a Product Management team as well as an Operations & Policy team.

The Senior Product Manager will work closely with our Director of Customer Service Strategy and Innovation to build the infrastructure needed to scale our efforts and make step change improvements in our user experiences we foster. This role is an opportunity to help scale a function while making a measurable impact in a blended Product Management, Operations, and Policy team

The grocery industry is underdeveloped in ecommerce, and this person will contribute in influencing the future of grocery ecommerce and establish Clients as an industry leader. There are very few places where you can have this much customer and business impact and help shape the future of e-commerce. If you are up to the challenge, we would love to talk to you!

Key Responsibilities include, but are not limited to:

Own strategy for clients Digital Trust and safety products and partner with engineering teams on the design and implementation of scalable solutions to prevent abuse and fraud

Specify features to protect users against abusive behavior and misuse of the platform

Available as a consultant and advisor to other product managers when designing new features against Clients T&S principals, policies and procedures.

Prioritize and balance user experience through tradeoffs of global settings, local settings, and other mechanisms and switches of control

Translate non-technical and legal requirements to technical product requirements that scale for both Clients ecommerce goals and customer safety support

Manage engineering relationships and ensure that product enhancements are tracked from beginning to end as part of the product life cycle

Advocate for the users safety and building trust with users

Define detailed security/privacy-oriented user stories along with concrete steps to build products to solve them

Build and manage a team of Vendor Program Managers from mid-to-senior levels across the region

Timely and effectively manage stakeholder internally as well as with Partner organizations

Identify and solve cross-functional and inter-team challenges

Scale operations further

Build positive relationships through on-time delivery of commitments and effective communication with Partner organizations at the executive level as well as at the site level


8+ years of Trust & Safety experience in Retail or eCommerce industries;

5+ years of product management or product development experience specializing in ecommerce, loyalty and identity related fraud and setting up a T&S function

Must be detail-oriented, organized, ethical, responsible, & self-motivated.

Demonstrated data-driven decision-making skills.

Strong internal drive, a bias for action and ability to build internal champions across the organization.

Solid understanding of security principles (authentication, authorization, identity, and policy enforcement)

Experience working with many of the following: Trust & Safety, Security, Privacy, Product, Data Science, Legal, and Engineering leaders

Aptitude for strategic thinking and problem solving in a fluid environment.

Exceptional at prioritizing and focusing on the highest value opportunities.

Experience with Sift Science, Kount, or similar platforms a plus.

Experience building and scaling high impact teams

Ability to stay goal oriented and act with a sense of urgency

Ability to work collaboratively as a member of cross-functional teams to deliver results.

Excellent communication skills, able to present, negotiate and influence at C-level.

Exceptional networking, relationship building and influencing skills.

Ability to make and defend decisions

MBA a plus


**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-05-03 Expires: 2021-06-03

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Kelly Services
Pleasanton, CA 94588

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