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Job Description:
THIS POSITION IS HYBRID AND WILL REQUIRE CANDIDATES TO WORK IN THE FOLLOWING UPS IT LOCATIONS: NEW JERSEY, ATLANTA, MARYLAND, AND KENTUCKY OFFICE 3 DAYS A WEEK
Role Overview
We are looking for a high-agency, product-minded Senior Product Manager to own the CommerceShield product family — UPS Digital’s AI-powered risk platform for e-commerce merchants. CommerceShield scores every order before fulfillment by combining identity, device, and payment signals with proprietary UPS delivery, address, claims, and proof-of-delivery intelligence, then gives merchants the ability to act on that risk — hold, route, verify, protect, or approve — and to shift chargeback liability on eligible orders.
This role owns the full family: risk orchestration, checkout protection, and chargeback protection, delivered through multiple connectivity paths including the Shopify app, direct REST API, and the LynkUp integration and orchestration platform. You will be responsible for how merchants experience risk decisioning across each of those paths — what the score means, what actions it triggers, and how quickly a merchant can go from integration to measurable value.
This position sits at the intersection of applied AI, enterprise APIs, e-commerce platforms, and modern SaaS. It is equal parts scaling an early-commercial product and 0→1 new capability development, and it includes leading a small team — 1–2 product analysts plus cross-functional agile partners. We operate on a modern product operating model: outcome-based roadmaps, continuous customer discovery, rapid experimentation, and empowered cross-functional teams. You will be accountable for outcomes — adoption, retention, revenue, and loss reduction for our merchants — not for activity.
Key Responsibilities
Portfolio Strategy and Ownership
- Own the roadmap and end-to-end lifecycle for the CommerceShield family — risk orchestration, checkout protection, and chargeback protection — balancing net-new capability development with scaling what’s already in market.
- Define how the product shows up differently across connectivity paths (Shopify app, REST API/webhook, LynkUp, and platform-native integrations), and make deliberate decisions about where to invest for reach versus depth.
- Translate customer insight, competitive signal, and business priorities into a prioritized, outcome-based roadmap, and represent it credibly in executive, customer, and partner conversations.
AI and Intelligent Decisioning
- Partner with data science, ML, and engineering to evolve the scoring and decisioning engine — from configurable rules and weighted signals toward predictive, model-driven risk intelligence and, over time, agent-assisted and autonomous risk workflows.
- Turn model output into merchant value: define how scores, reason codes, and recommended actions are surfaced so a merchant knows not just how risky an order is, but what to do about it.
- Champion the proprietary-data advantage — work with data and engineering to convert UPS delivery, address, and claims intelligence into durable product differentiation that software-only competitors structurally cannot replicate.
- Establish the disciplines that make AI products trustworthy in production: evaluation frameworks, shadow-mode testing, drift and performance monitoring, guardrails, human-in-the-loop controls, and clear ownership of decision quality.
- Apply responsible-AI practices across the lifecycle — fairness, transparency, explainability, data privacy, security, and appropriate governance for automated decisions that affect real customers.
- Use AI-native ways of working — rapid prototyping, synthetic data, AI-accelerated discovery and analysis — to shorten learning cycles.
Customer Discovery and Experimentation
- Run continuous discovery with merchants, platform partners, and internal sales teams to understand where loss actually occurs and where existing fraud tools stop.
- Lead 0→1 development for new capabilities — problem validation, MVP definition, pilot design, and product-market-fit testing — and use evidence to decide whether to scale, pivot, or stop.
- Design and run experiments on scoring thresholds, orchestration actions, packaging, and merchant-facing experience, and instrument them so results are defensible.
Platform, API, and Partner Integration
- Own the integration and developer experience — onboarding, documentation, reliability, time-to-first-value — across API, app-based, and orchestration-led paths.
- Partner with platform and channel partners (e.g., commerce platforms and marketplaces) to define native experiences that meet merchants where they already work.
- Bring real technical acumen to discussions on API design, latency, signal quality, data privacy, extensibility, and scalability, and make informed tradeoffs with engineering and architecture.
Team Leadership
- Manage, coach, and develop 1–2 product analysts — setting clear priorities, decision rights, and expectations, and giving them meaningful ownership of product areas, analysis, and customer insight.
- Raise the team’s AI fluency — help analysts reason about model capabilities and limits, interpret evaluation and performance results, and adopt AI tools to work faster and sharper.
- Lead cross-functional agile team members without direct authority — aligning engineering, UX, data science, and business partners around shared outcomes, clear success metrics, and delivery accountability.
- Build a team culture grounded in customer discovery, technical and AI depth, commercial discipline, and ownership of outcomes over activity.
Commercial and Cross-Functional Execution
- Own business-case integrity for the family: define and monitor adoption, attach and take rates, retention, revenue, loss performance, and the unit economics of AI features (e.g., signal and inference cost per scored order versus value returned).
- Partner with sales, marketing, finance, legal, underwriting, and operations on pricing, packaging, positioning, launch readiness, and go-to-market execution.
- Remove blockers, manage dependencies, and keep the team shipping reliably across a complex and evolving product family.
- Ensure product claims, coverage language, and customer-facing materials accurately reflect what the product actually does.
Qualifications
- Experience: 5+ years of product management experience building and scaling software products (SaaS, enterprise platforms, APIs), with a proven track record of shipping complex capabilities to production.
- People Leadership: Experience managing, mentoring, or formally developing analysts or junior product talent, and leading cross-functional agile teams without direct authority.
- Product Mindset & High Agency: Exceptional ownership mentality, bias for action, and comfort operating in ambiguous, fast-moving 0→1 and scaling environments.
- AI Fluency: Practical understanding of modern AI/ML — predictive modeling, scoring and calibration, evaluation and monitoring, guardrails, human-in-the-loop design, and generative/agentic patterns — and how to apply them to real user problems without needing to be an ML engineer.
- Technical Acumen: Comfortable partnering closely with engineering on API design, architectural tradeoffs, scalability, security, and data privacy.
- Domain Expertise (Preferred): Background in e-commerce risk, payments, fraud and chargebacks, identity, insurance, or logistics and post-purchase experiences.
- Commercial Judgment: Able to build and defend a business case, reason about unit economics, and influence pricing and packaging decisions.
- Communication & Influence: Executive-level communication; able to influence without authority across engineering, data science, sales, marketing, and legal.
- Agile Execution: Fluent in dual-track agile, continuous discovery, rapid prototyping, and metric-driven iteration.
- Education: Bachelor’s degree in Computer Science, Business, Engineering, or a related analytical field, or equivalent practical experience.
Pay Range:
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $135,780/year to $251,580/year. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. Hired applicants may be eligible for Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law, and Discounted Employee Stock Purchase Program.
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.