AMA: Shopify Director of Product, Checkout & B2B, Mani Fazeli on Product Management KPI's
December 14 @ 10:00AM PST
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Shopify Director of Product, Checkout & B2B, Mani Fazeli on Product Management KPI's
Top Questions
How do you define and set SLAs with engineers?
I'm currently struggling to define checkout error rates for our e-commerce platform. We're currently at 1.5%. Personally, I think it's too high. However, I have nothing to substantiate my opinion.
Mani Fazeli
Shopify Director of Product • December 14
Service Level Agreements (SLA) are driven by three factors: (1) industry standard expectations by customers, (2) differentiating your product when marketing, (3) direct correlation with improving KPIs. For checkout, you'll have uptime as an industry standard, but it's insufficient because subs......Read More
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Mani Fazeli
Shopify Director of Product • December 14
Becoming more KPI driven is a matter of desire and taste. No person, team, or organization attempts to change without believing that behaving differently will result in an improved outcome they care about. It's only possible when leaders buy into how it would improve the success of their teams an......Read More
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Mani Fazeli
Shopify Director of Product • December 14
Products must have some connection back to profitability, helping to either increase income or reduce costs. You otherwise wouldn't want to make an investment unless you're choosing to make a donation to the greater good (e.g. open source). It's OK if that connection is indirect, and in some case......Read More
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Mani Fazeli
Shopify Director of Product • December 14
Setting KPIs should not feel arbitrary. That's a smell. It means that the people choosing those metrics or setting their targets don't clearly understand how they influence the business or the outcomes desired. Perhaps good modeling has never been done to demonstrate either correlation or causati......Read More
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Mani Fazeli
Shopify Director of Product • December 14
Let's cover this in two ways: (1) how to think about KPIs, (2) examples of poor ones and how they can be better. I'll also approach the question a little more broadly than Product Managers alone. Remember that Key Performance Indicators (KPIs) are used at all levels of a company (e.g. project,......Read More
4325 Views
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