Senior Product Manager, Operations & Commercialization

Serve Robotics•Los Angeles, CA

1d•$165,000 - $195,000

About The Position

The Senior Product Manager, Operations & Commercialization owns products that make Serve’s fleet welcome in neighborhoods, reliable in service, and delightful for customers and partners. The role translates the needs of the public, operators, field teams, merchants, customers, and delivery partners into capabilities that improve delivery quality, fleet utilization, and the cost of robot revenue. Working with Operations, Growth, Engineering, Autonomy, Data, Safety, and commercial teams, this product manager drives products from discovery through launch and iteration. The role uses evidence and field insight to prioritize high-impact improvements, build scalable operational workflows, improve delivery reliability, support commercial launches, and scale deployments across markets. Periodic travel to operating markets and partner sites may be required to observe workflows, support launches, and validate product performance. The role requires comfort working with live physical operations while balancing rapid iteration with reliability and safety.

Requirements

At least 6 years of product management experience taking software products from discovery through launch and iteration, with clear ownership of product outcomes.
Experience building tools or platforms for operationally complex environments such as logistics, mobility, marketplaces, field services, or enterprise workflows.
Strong user-discovery skills and ability to translate frontline workflows, technical constraints, operational data, and partner feedback into prioritized requirements.
Technical fluency with APIs, data flows, connected systems, and product analytics, and ability to partner effectively with Engineering and Design.
Demonstrated ability to define and use metrics to improve reliability, delivery quality, efficiency, user experience, or business performance.
Strong prioritization and judgment, including the ability to make defensible tradeoffs across competing problems and adjust direction as evidence changes.
Practical experience using AI-enabled tools or LLMs for data exploration, root-cause investigation, workflow improvement, or product prototyping, with sound judgment about validating results.
Track record of shipping iteratively with Engineering while balancing speed, learning, release readiness, and reliability.
Excellent written and verbal communication, stakeholder management, and ability to influence cross-functional teams in ambiguous, fast-changing environments.
Comfort working with live physical operations while balancing rapid iteration with reliability and safety.

Nice To Haves

Experience building products for operational teams where software decisions directly affect real-world performance, safety, and unit economics.
Familiarity with fleet management, dispatch, remote assistance, incident management, maintenance, or field-service systems, particularly across multiple markets.
Experience building partner-facing APIs, integrations, onboarding workflows, or multi-sided marketplace products.
Hands-on analytics skills such as SQL and dashboards, or experience using AI agents, LLM tools, and code-interpreters to investigate operational data and prototype workflow improvements.
Experience owning delivery-quality or reliability metrics, conducting root-cause analysis or incident reviews, or supporting release management.

Responsibilities

Own the Operations & Commercialization product roadmap, translating the needs of operators, field teams, merchants, customers, and commercial partners into priorities.
Define and own success measures for operational performance and delivery quality, establish baselines and targets, and make performance visible by market, partner, and platform where useful.
Use operational data, customer and partner feedback, and field observation to identify failure modes and root causes, shape requirements, and reassess priorities as evidence changes.
Build scalable workflows for robot supervision, deployment, and dispatch that reduce manual work and improve fleet productivity.
Improve delivery reliability through issue detection, remote interventions, exception handling, incident follow-up, and service recovery capabilities.
Improve customer and public experiences through intuitive, dependable interactions, and ground product decisions in the workflows of operators, field teams, merchants, and customers.
Partner with the Logistics Platform team to define product capabilities, integration requirements, onboarding workflows, and SLA guardrails that support commercial launches and partner success.
Develop repeatable product capabilities and workflows to accelerate market launches, reduce operational complexity, and support expansion.
Own products from concept through launch and iteration by defining problem statements, requirements, success criteria, rollout plans, and adoption measures; align teams and make tradeoffs.
Drive focused execution with Engineering by scoping and sequencing improvements, favoring small releases, rapid learning, and frequent testing while maintaining release readiness and reliability.
Use analytics and AI-enabled tools, including LLM-based analysis or agents where useful, to explore operational data, investigate root causes, and develop actionable requirements and priorities.
Rapidly prototype workflows, dashboards, and proofs of concept to validate ideas before committing significant engineering capacity.
Coordinate cross-functional quality initiatives with Analytics, Engineering, Operations, Program Management, Safety, Support, and Field Operations; make owners, dependencies, risks, and decisions visible, escalate blockers, and close the loop on defects and root causes.