Role Overview :

As a Product Manager for Post-Purchase Experience, you will own the critical journey that begins the moment a customer clicks 'buy' until the product is successfully in their hands. You will be responsible for defining the roadmap for order tracking, delivery transparency, returns, and customer support automation.

In this role, you will collaborate closely with engineering, logistics, operations, and data science teams to identify friction points in the supply chain and customer communication.

Your work will directly impact key business metrics such as Net Promoter Score (NPS), repeat purchase rates, and operational efficiency, ensuring that our brand promise is fulfilled at every touchpoint.

Key Responsibilities :

- Design and implement intuitive tracking and notification systems that keep customers informed, reducing anxiety and support tickets during the delivery window.

- Optimize the end-to-end returns and exchange workflow to minimize operational costs while maximizing customer satisfaction and retention.

- Analyze customer feedback loops and support data to identify recurring pain points, translating these insights into actionable product features.

- Partner with cross-functional stakeholders in logistics and warehouse operations to ensure product features align with real-world fulfillment capabilities.

- Conduct A/B testing and data-driven experiments to iterate on post-purchase communication strategies, driving higher engagement and trust.

Required Skillset :

- Demonstrated ability to translate complex operational challenges into simple, user-centric product requirements that improve the overall customer journey.

- Proven expertise in using data analytics tools to monitor product performance and make informed decisions regarding feature prioritization.

- Strong interpersonal skills to effectively influence cross-functional teams and manage stakeholder expectations in a fast-paced, high-growth environment.

- Exceptional communication abilities to articulate product vision and strategy to both technical and non-technical leadership.

- A Bachelor's degree in Engineering, Business, or a related field, ideally from a top-tier institute, with a track record of managing products through their full lifecycle.

- Ability to thrive in an on-site work environment in Bangalore, collaborating closely with local teams to solve immediate operational hurdles.

- 3 to 5 years of experience in product management, specifically focusing on customer-facing platforms or logistics-heavy domains.