Product Manager - Post Order Experience

Responsibilities:

• Own the post-order journey end-to-end: order tracking, cancellations, returns and refunds, and order care and set the roadmap, balancing quick wins (e. g., real-time tracking updates) with longer-term bets (e. g., predictive self-service).
• Make customer support reachable and effective: improve discoverability of help across key journeys, strengthen self-service and automation, and ensure clean escalation to a human agent when needed.
• Reduce avoidable contacts (WISMO, status checks) by fixing root-cause friction in tracking and communication without making support harder to reach.
• Raise resolution quality, measured by repeat contacts, reopens, and post-resolution satisfaction, not just the volume of cases closed.
• Monitor behavioural analytics regularly, spot abnormal changes, and turn insights into a prioritised set of product fixes.
• Partner across Engineering, Design, Customer Support Operations, Logistics, and Finance to ship improvements and align on SLAs, policies, and delivery realities.

Requirements:

• 3-4+ years in a product role, ideally in e-commerce, marketplaces, or consumer tech.
• Experience owning customer-facing journeys or post-order / order-management / customer- support flows.
• Hands-on with data; comfortable with SQL and analytics tools (e. g., Mixpanel, Looker, Tableau) to frame hypotheses, run experiments, and measure impact.
• A systems thinker who maps complex end-to-end flows and finds the highest-leverage fixes.
• Customer-obsessed, with strong written communication and the ability to influence cross-
• functional teams without authority.

Strong candidates can come from:

• Product background
• PM / SPM with ownership of post-order/customer experience
• Experience managing mature consumer journeys
• Strong metrics ownership
• Product + business orientation

Business background also acceptable:

• Candidates who have directly owned the post-order/business charter
• Strong operational/business ownership
• Demonstrated accountability for outcomes/numbers
• Comfortable working without a separate business counterpart