Lead Product Manager - Customer Experience

About the Role

We are looking for a strategic and customer-obsessed Senior Product Manager to lead the Post Order Customer Experience charter. In this role, you will be responsible for ensuring a seamless, transparent, and delightful experience for customers after they place an order — from confirmation to delivery and post-delivery support. You will work closely with engineering, design, operations, customer support, and logistics teams to identify pain points, define product strategy, and deliver scalable solutions that improve customer satisfaction and retention.

Key Responsibilities

• Own the end-to-end post-order journey, including order tracking, delivery communication, returns, refunds, and customer feedback loops.
• Deeply understand customer pain points through research, data analysis, and stakeholder inputs.
• Define product vision, roadmap and strategy for the entire charter, aligning with business priorities while keeping customer delight at the core.
• Demonstrate strong product sense and deep problem-solving skills to simplify complex operational challenges into elegant customer-facing solutions.
• Lead cross-functional teams to execute on the roadmap – writing clear product requirements, prioritizing features, and driving execution.
• Collaborate with operations, logistics, and support teams to improve service levels, reduce friction, and proactively solve order-related issues.
• Drive adoption and success metrics (e.G., delivery NPS, order cancellation rates, ticket volumes).
• Continuously iterate, learn, and optimize through experimentation, data insights, and user feedback.
• Balance short-term tactical wins with long-term innovation to drive both immediate impact and sustained differentiation .
• Act as the voice of the customer within the organization, ensuring empathy, clarity of thought, and high judgment in all decision-making.
• Inspire and align teams around a compelling product narrative , fostering collaboration, accountability, and a bias for action

Requirements

data-driven decision-making mindset.