Product Manager, Order Management & Renewal Systems

Location: New York, NY

Department: General

Every month, hundreds of thousands of orders and renewals flow through Book of the Month's in-house software systems, and we are seeking a Product Manager to own two of the most mission-critical pieces of software at the business: our Order Management System and our Renewal Management System. These mission critical systems are purpose built by our in-house product and engineering teams to support our subscription service and deliver the best new books to our members every month.. This is an ideal role for a technical PM who is equally obsessed with how systems work and how customers experience them.

What you'll do...

Order Management

• Own our Order Management System (OMS), which manages the entire lifecycle of an order from the moment a member clicks Ship to the moment it is delivered to our members.
• Be responsible for measuring and optimizing our shipping SLAs, and managing the roadmap that gets us there over time.
• Work and coordinate with key stakeholders to ensure that all updates are scoped well and releases are coordinated with associated updates to SOPs.

Renewals

• Own the product management of our Renewal Management System, which stages and processes payments for members of our subscription service.
• Measure and improve involuntary churn through systemic improvements, such as coordinating schedules, evaluating new recurring billing products, and assessing different payment processors.
• Develop a roadmap with our finance and engineering teams to prioritize projects and monitoring systems to track renewals and disbursements.

Monitoring & Reporting

• Conceptualize and spec detailed reports that allow you to monitor these systems at a granular level, down to every individual member and order.
• Operate on the instinct that if you cannot measure it, you do not know it is happening correctly.

About you...

• 5+ years of experience in a product management role, ideally in transactional product management processing large volumes of orders. E-commerce or subscription experience is required; both is ideal.
• Bachelor's degree, likely in a technical discipline.
• Strong technical skills and deep experience working with engineers to spec technical systems.
• Excellent at communicating technical information to different audiences.
• A rare combination of technical depth and customer obsession: these systems directly shape how members experience our product, and you need a real sense for the customer experience you want, plus the ability to translate it into something engineering can build.
• Exceptionally high attention to detail. In a renewal system, five errors is a huge number of errors, and you care about getting it right down to the individual human.