Product Manager - Orders & Checkout

About the Company

Join an innovative Series A company building a comprehensive commerce, payments, and operational infrastructure platform tailored for hotel operators. This business unifies marketplace purchasing, procurement, payments, accounting automation, and supplier connectivity into one seamless solution aiming to minimize manual tasks and streamline the purchasing process for hospitality teams.

Founded by former Plaid employees and backed by top venture capital, the company boasts a focused team of about 24 members and is embarking on its next phase of growth.

Role Overview

The Product Manager will take end-to-end ownership of the Smart Cart, checkout, and order management experience. Despite the apparent simplicity of placing orders, the underlying processes are intricate, involving multiple suppliers, approval workflows, delivery deadlines, minimum order rules, budgetary restrictions, stock fluctuations, automated supplier interactions, email-based orders, and payment procedures.

The role emphasizes boosting order reliability by collaborating closely with engineering, operations, and customers to pinpoint failure points, reduce manual interventions, enhance customer communications, and create scalable systems.

Responsibilities

• Own the Smart Cart, checkout, and complete order management lifecycles.
• Manage the user journey from cart creation through approval, order routing, fulfillment, and issue resolution.
• Develop and maintain supplier automations and integrations pertinent to order handling.
• Implement workflows to detect, prioritize, and recover from order failures.
• Enhance customer communication whenever orders are delayed, modified, or unsuccessful.
• Establish approval processes, budget controls, delivery conditions, and supplier-specific purchasing regulations.
• Define product requirements, develop roadmaps, set service levels, and monitor key success metrics focused on order reliability.
• Oversee internal tools and procedures designed to manage operational exceptions.
• Continuously work to reduce manual interventions across all stages of the order lifecycle.

What Excites You

• Simplifying complex, multi-step operational workflows into seamless and trustworthy customer experiences.
• Analyzing system functionality through reviewing support tickets, shadowing customer interactions, and investigating specific failures.
• Uncovering root causes behind generalized customer complaints about order failures or process frustrations.
• Designing robust failure handling mechanisms anticipating imperfect automation.
• Strategically determining how and when to communicate delays or issues to customers.
• Collaborating cross-functionally with product, engineering, operations, and customer experience teams.
• Engaging in manual troubleshooting when necessary while consistently seeking automation opportunities.
• Building products where reliability directly impacts the ability of customers to operate their businesses effectively.
• Contributing significantly within a small team offering considerable autonomy and direct impact.

Required Qualifications

• Between 4 and 8 years of experience in product management, product operations, technical operations, or similar product-centric positions.
• Proven ownership of complex technical or operational product areas.
• Excellent product judgment with a focus on prioritizing customer and operational challenges.
• Capability to model complex workflows, identify failure points, and prioritize fixes based on customer and business impact.
• Strong technical aptitude, comfortable collaborating with engineers on automations, APIs, integrations, system limitations, and failure scenarios.
• Experience crafting product specifications, defining metrics, setting service levels, and designing operational processes.
• Keen user experience sense, especially relating to checkout flows, onboarding, error management, and customer communication.
• Adept at investigating individual incidents to inform broader product enhancements.
• Low-ego, practical approach: ready to solve immediate customer issues while building preventative systems for the future.
• Ability to work independently in an early-stage, evolving product environment.
• Strong communication skills facilitating interpretation between customers, operations teams, and engineering.

Preferred Attributes

• Background in building checkout, cart, ordering, procurement, or merchant-focused products.
• Experience with marketplaces, B2B commerce, payments, or order management platforms.
• Familiarity with supplier integration, workflow automation, or internal operational tools.
• Experience in hospitality, procurement, supply chain, or equally complex operational sectors.
• Technical background in engineering, design, analytics, or technical implementation roles.
• Previous work at Series A or Series B startups.
• Transitioned from product operations to broader product ownership roles.