What is the type of contract for this position?

The contract for this position is a Full-time contract

What's the salary range for the Product Manager - Care (W/M) position?

The suggested salary for this position is $132,000-$184,000*

Is telecommuting possible for this position?

No, telecommuting is not possible for this position

Product Manager - Care (W/M) job at Manomano

At ManoMano, we bet on passionate and innovative people! Are you looking for a great environment to grow professionally and personally ?

Join us in this tremendous adventure !

ABOUT

Launched in 2013, ManoMano is the European leader specialised in DIY, home improvement and gardening online. ManoMano brings together the largest offer of DIY & gardening online products. With more than 3600 seller partners, 10 million products, 7M active customers and 50M unique visitors per month, ManoMano is a disruptor of online home improvement, DIY and gardening across 6 countries : France, Belgium, Spain, Italy, Germany, United Kingdom.

ManoMano was valued at $2.6 billion and reached Unicorn status in July 2021 after $725 million raised 8 years after its creation.

ManoMano also works for the pros with ManoManoPro, a unique platform designed to make life easier and free building craftsmen from their daily constraints. Currently in France, Spain and Italy, the BtoB activity saves craftsmen time by revolutionizing their purchasing processes.

We currently are more than 900 Manas & Manos, including a quarter of international talents and 24 nationalities, working in our 4 offices (Paris x2, Bordeaux and Barcelona).

Our vision, as a responsible European B2C and B2B industry leader online, is to offer a unique value proposition on our HI markets, beyond product to services, to be an A Brand. Our ManoMano way of life, within business hypergrowth, is to always keep the human dimension at its right place. Empowering people to responsibly make their own kind of world is our mission.

OUR COMPANY CULTURE ?

People are at the heart of ManoMano’s culture around our 3 core values : boldness, ingenuity and care.

Product organization at ManoMano is divided into 6 Gears (Mega-Tribe)

- SELLERS: Provide the best experience to our sellers to grow their business (main KPI: seller revenues)- COMMERCE & CLIENTS: Help customer discover what they need (North Star Metric : add2cart rate)

- PROJECTS & SERVICES: Help the customer to set up his own project with advice. We will propose some new service dedicated to DIY

- OPERATIONS: Offer the most seamless and reassuring delivery and after buy experience (main KPI: NPS and CSAT)

- MONEY: Provide a secure & best-in class pay-in and pay-out experience (main KPI: Payment CVR & Compliance)

- BTOB: Transform the DIY marketplace to help construction entrepreneur to run their business (main KPI: B2B repurchase rate)

Customer and Sellers Support Operations Product Manager role at ManoMano

Do you want to impact and make your mark on the customer after-buy experience at ManoMano?

ManoMano manages 250k of customer requests per month and to achieve that while offering the level of excellence that we seek, we must provide scalable, robust, reliable, tools in order to deliver a first class experience to both our beloved ManoMano After-Buy ambassadors : ManoMano Customer Support Agents and Sellers, when interacting with our customers.

Why ? Because symmetry of intentions is key, and a happy after-buy ambassador at work makes a happy and loyal customer.

For that we are seeking an experienced Product Manager to own, define and develop the strategy of the Customer and Seller Support at ManoMano.

This team is responsible for integrating Customer Support Solutions and to build custom tools and middlewares within the Care ecosystem.

You will work closely with our Customer Support and Seller Experience teams. It requires a blend of technical skills and user empathy, and especially a big capacity to work effectively with internal stakeholders.

The job will report to the Group Product Manager, Care.

Your role will be:

Product discovery

- Master the problem space of your feature team though deep knowledge of your users pain points and needs through qualitative research (assisted to our user research department) or quantitative data (NPS results, Agent effort score, Average treatment time)

Product Strategy

- Build and nurture the product vision based on the data you gathered (from users, your team, data analysis, google tools, competitors, user research)

- Turn that into a strategy and a well-thought roadmap with your engineering counterpart along with your main stakeholders (Customer and Seller Support), following our quarterly planning process. You will make sure that we’re building the right features, with the right priorities, and with a good management of dependencies.

- Make sure your team and stakeholders understand and embrace it through your engaging communication.

- Integrate your product strategy within the company strategy.

Product delivery

- Work closely with your Business Owners, engineers, architects, data scientists and UX designers to come up with the best solution to address your users’ pain points: you will also make sure that we’re building the feature right.

- Turn your roadmap into a backlog of user stories: organize and prioritize everything and explain the rationale behind it to all partners, stakeholders and your team.

- Test hypothesis and ideas on the field with ingenious MVPs.

- Ensure the correct delivery of your feature team (pace and quality of delivery).

- Animate demos of your features to foster a continuous improvement culture.

- Be obsessed by the impact of the features you deliver by setting up clear metrics and measuring them over time. Generate insights about your product.

Expected profile

- You have experience of product ownership / management in an agile development environment with a proven track record of successful product delivery.

- You have intuition and empathy, towards the users of your features, towards your stakeholders, towards your team.

- You handle ambiguity, complexity and interdependencies in an organized, prioritized and structured way.

- You have great communication skills and intuition for communication strategy at every level.

- We often say that you’re an analytical and “customer centric” person. You believe that data should help drive your product strategy.

-You are kind, thoughtful and have a natural ability to get things done. You qualify as an “achiever” and a leader.

- Your English (and French) is perfect.

Bonus points

- You have already worked in an ecommerce company, started your own company or know at least the marketplace model.

- You have already worked with customer support solutions or customer support environments

- You have already worked with SAS Solution integration

- You speak spanish (The FT is located in Spain)

At ManoMano we are dedicated to building an inclusive and diverse workforce where each individual can grow.

We respect and value the richness of varied cultures, perspectives, skills and experiences within our teams which is why we are looking for talented people from all backgrounds.

The information collected on this form is recorded in a file used by ManoMano - Colibri SAS so that we can process your application.

The data is kept for 2 years from the date of your application. You can access your data, rectify it, request its deletion or exercise your right to limit the processing of your data. You can also exercise your right to the portability of your data. Consult the cnil.fr website for more information on your rights.

To exercise these rights or if you have any questions about the processing of your data under this scheme, you can contact our data protection officer by writing to [email protected].

If, after having contacted us, you feel that your "Data Protection" rights have not been respected, you may submit a complaint to the CNIL.

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Product Manager - Care (W/M)

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