Manager, Operations--Trip Defects & Platform Stability; Last Mile Delivery

Position Summary

Join the Platform Stability team dedicated to delivering a seamless Spark Driver experience from order acceptance to delivery completion. The On‑Trip Order Defects group leads the detection, investigation, and resolution of trip‑blocking issues—such as GPS, routing, navigation, and scanning—to ensure drivers have smooth, reliable experiences on every trip and in every market.

• Defect Strategy & System Support: Identify, size, and analyze on‑trip defects including routing, GPS, pickup/drop‑off, scanning, and mapping issues. Spot patterns, surface insights, and recommend targeted process or system improvements.
• Cross‑Functional Coordination: Collaborate with Product, Engineering, Store Tech, and Support teams to document, route, and monitor defects. Participate in syncs and provide actionable recommendations grounded in data.
• Defect Triage & Investigation: Lead daily triage for on‑trip issues. Validate reported problems, document findings, and track resolution end‑to‑end.
• Early Warning & Escalation: Monitor dashboards and signals to detect early indicators of trip‑blocking issues. Escalate emerging risks quickly and deliver clear summaries to cross‑functional partners.
• Jira Governance: Create and maintain high‑quality defect tickets with clear, complete details. Uphold strong ticket hygiene and coach peers on best practices.
• Reporting & Communication: Produce concise summaries of defect trends, impact, and root causes. Draft leadership‑ready narratives and support escalation documentation.
• Feature Review & Risk Input: Participate in feature reviews, identify launch risks using historical insights, and provide data‑driven recommendations to strengthen new experiences.
• Leverage AI Tools: Utilize AI‑powered platforms—such as ChatGPT, Microsoft Copilot, and other automation tools—to summarize defect patterns, draft communications, and accelerate the analysis of GPS telemetry, logs, and other signals.

• Experience: 4+ years in platform operations, product operations, quality, geo/navigation services, shopper experience, or other consumer technology environments.
• Analytical
  
  Skills:
  
  Ability to interpret structured and unstructured data sources including GPS telemetry, contact transcripts, VOD summaries, and Quantum Metric behavior.
• Tools Knowledge: Strong understanding of defect management systems (Jira, Air Table, Tech Pod), operational triage workflows, and AI‑driven productivity tools for reporting and automation.
• Technical Understanding: Familiarity with app behavior, mapping, routing, and on‑trip journey logic—preferably within gig, logistics, delivery, or mobility platforms.
• Communication: Excellent written and verbal communication skills, with the ability to distill complex technical issues into clear insights for VP+ audiences.
• Collaboration: Proven cross‑functional leadership capability, especially when aligning tradeoffs across Engineering, Product, Store Tech, and Operations.

Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 2 years’ experience in operations, project management, or related area OR 4 years’ experience in operations, project management, or related area.

• Master’s degree in Economics
• Project Management Professional certification

802 Respect Dr, Bentonville, AR 72716, United States of America