Senior Product Manager - 3P Integrations, Delivery & Post-Purchase Experience

WHO WE ARE We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry. Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun, and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together. WHAT WE’LL NEED Under general direction and in close partnership with Engineering, Operations, and external 3P/vendor partners: 3P Marketplace & Integration Ownership * Accountable for the reliability of 3P and delivery channels representing over a billion dollars in annual system-wide digital sales * Own the product roadmap and backlog for Wingstop’s third-party marketplace integrations (DoorDash, Uber Eats, Grubhub) and adjacent vendor integrations (payment processing, gift card platforms, delivery dispatch) * Define and maintain integration requirements and API contracts in partnership with Engineering, ensuring reliability, scalability, and compliance across partners * Serve as the primary product-side point of contact for 3P partner escalations, platform changes, and contract-driven feature requests * Monitor integration health (order accuracy, latency, error and failure rates) and lead root-cause resolution with Engineering and vendor teams Delivery Experience * Own the roadmap for 1P and 3P delivery experience, including dispatch accuracy, quote-time/ETA reliability, and driver/delivery-partner handoff * Partner with Restaurant Technology and Operations to ensure delivery workflows are operationally sound in-restaurant and protect kitchen throughput * Define and track delivery SLAs; lead resolution of systemic delivery failures (e.g., dispatch errors, credit holds, missed delivery windows) Post-Purchase Experience * Own the end-to-end post-purchase product experience across Web and App: order confirmation, real-time order tracking, kitchen/delivery status sequencing, notifications, and receipts * Define and prioritize improvements to order-issue resolution, refunds, and guest complaint workflows in partnership with Guest Experience and Digital Operations * Use FullStory, Amplitude, and related analytics to identify friction in the post-purchase journey and translate findings into a prioritized backlog * Ensure deep link and cross-platform parity for post-purchase surfaces (e.g., order status, reorder) across iOS, Android, and Web Strategy & Discovery * Lead structured discovery for new integration, delivery, and post-purchase initiatives — including stakeholder interviews, vendor evaluations, and hypothesis-driven validation * Develop and maintain a forward-looking roadmap that anticipates 3P partner platform changes, new delivery capabilities, and evolving guest expectations * Contribute to quarterly and annual planning with well-reasoned tradeoffs, sizing, and measurable success criteria, accounting for Engineering capacity constraints Execution & Delivery * Write clear epics, user stories, and acceptance criteria; lead sprint planning, backlog grooming, and release coordination in partnership with Engineering * Own QA/UAT for integration- and delivery-related releases; coordinate go-to-market plans and stakeholder communications for launches * Proactively surface integration risk, vendor dependency, and delivery/post-purchase issues to leadership, with clear recommendations Cross-Functional & Vendor Leadership * Build and maintain trusted relationships with 3P partners and vendors, negotiating scope and holding them accountable to delivery commitments and SLAs * Serves as the de facto lead for a cross-functional integration pod (Engineering, Data, Ops) contributing to integration, delivery, or post-purchase workstreams * Represent Digital Product in cross-functional forums (Finance, Legal, Operations) on integration- and delivery-related topics, escalating only true exceptions to the Director * Delivering integration/delivery health readouts directly to the CCO forum and concisely communicate in both written and verbal form, at any level of the organization. * Regular and predictable attendance * Other duties as assigned Essential Skills * Integration & Technical Acumen: Deep understanding of API-based integrations, webhooks, payment processing flows, and delivery-dispatch systems; comfortable reading API documentation and troubleshooting via Postman, SQL, or cloud-based logs * Vendor & Partner Management: Proven experience managing external 3P/vendor relationships and holding partners accountable to SLAs and commitments. Co-owns commercial terms and renewal negotiations with Legal and Finance for 3P marketplace and payment vendor contracts * Analytical Expertise: Strong proficiency in data analysis, reporting, and generating actionable insights using tools such as FullStory, Amplitude, SQL, or similar platforms * Product Management Knowledge: Fluency with Agile methodologies and toolsets such as JIRA and Confluence * Quality Assurance Skills: Experience developing test cases, managing test execution, and ensuring release quality for integration- and delivery-related features * Executive Communication: Excellent written, verbal, and visual communication skills, with the ability to represent the team independently in front of senior stakeholders and external partners * Problem-Solving Ability: Independent, proactive problem solver comfortable owning ambiguous, multi-system issues end-to-end * Stakeholder Management: Demonstrated ability to build relationships across technical and business stakeholders, internally and externally, to align on goals * Adaptability: Comfortable handling ambiguity in a fast-paced environment while staying focused on deliverables   WHAT YOU’LL NEED * Education and Work Experience Requirements * Bachelor’s degree in business, Computer Science, Information Systems, or a related field; equivalent experience considered * 8+ years of product management experience, including 2+ years focused on integrations, marketplace/delivery, or payments within a consumer digital, QSR, or retail environment * Demonstrated experience owning complex, multi-vendor technical integrations (APIs, payments, delivery/logistics platforms) * Experience partnering directly with external 3P vendors or partners (e.g., delivery marketplaces, payment processors) in a product or technical capacity * Strong command of Agile methodologies and experience working directly with Engineering in a sprint-based delivery model * Familiarity with delivery marketplace platforms (DoorDash, Uber Eats, Grubhub) and/or payment platforms (e.g., Fiserv) strongly preferred * Experience with distributed restaurants, retail, or QSR systems is a plus * Occasional travel may be required (< 10% of the time)   WHO YOU ARE  No job is too small. You recognize that the real work happens in the restaurants, and everything we do should support their success. You stay humble, roll up your sleeves, and always look for ways to help. You learn from others and contribute wherever you can. You care deeply about doing great work and driving results. You’re curious, ask questions, and seek out opportunities to improve. You don’t just point out problems—you bring solutions, ideas, and perspectives that move the team forward. You take full responsibility for your work and see things through to completion. You aren’t afraid to fail because you know that failure is a part of learning and growth. You take action, move fast, and keep pushing forward. You lead with empathy, respect, and emotional intelligence. You collaborate effectively, fostering a culture of trust and constructive feedback. You understand the importance of teamwork and ensure that your actions build others up rather than break them down. You push yourself and others to be better. You embrace healthy conflict, knowing that great ideas and strong teams emerge from honest, constructive conversations. You believe that leaders create leaders and are committed to fostering a culture of growth, challenge, and continuous improvement. BENEFITS FLAVOR PERKS: * Unlimited paid time off for exempt employees * One paid volunteer day of your choice * Competitive bonus structure for eligible roles * Team member stock purchase plan * Health savings or flexible spending account options * 401k – (dollar for dollar on the first 3% and then 50 cents on the dollar for the next 2% for team member contributions up to 5% of eligible compensation) * Comprehensive medical, dental, and vision benefits * Basic life and AD&D insurance provided * Pet insurance * Education Assistance * Wellness reimbursement program * Paid maternity and paternity leave FUN IS THE BEST FLAVOR: * Lunch provided every Tuesday and Thursday in office * Discount on Wingstop gift cards * Onsite game room   Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.