{"id":3006002,"url":"https://alion.io/job/purplle-product-manager-post-order-experience","title":"Product Manager - Post Order Experience","company":{"id":3795,"name":"Purplle","domain":"purplle.com","url":"https://alion.io/company/purplle","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Product","role_family":"Product","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":36000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-21T13:35:00Z","employer_posted_date":null,"last_verified_at":"2026-10-21T13:35:00Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Purple is hiring a Product Manager to own the post-order experience everything a customer goes through after placing an order: order tracking, cancellations, returns and refunds, and customer support. This is the part of the journey that decides whether a customer trusts us enough to come back. You'll own these flows end-to-end, treat them as products to be improved rather than systems to be maintained, and be accountable for the metrics that show they're working: reachability of support, resolution quality, and a smooth experience even when things go wrong.\n\nResponsibilities: \nOwn 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).\nMake 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.\nReduce avoidable contacts (WISMO, status checks) by fixing root-cause friction in tracking and communication without making support harder to reach.\nRaise resolution quality, measured by repeat contacts, reopens, and post-resolution satisfaction, not just the volume of cases closed.\nMonitor behavioural analytics regularly, spot abnormal changes, and turn insights into a prioritised set of product fixes.\nPartner across Engineering, Design, Customer Support Operations, Logistics, and Finance to ship improvements and align on SLAs, policies, and delivery realities.\n\nRequirements: \n3-4+ years in a product role, ideally in e-commerce, marketplaces, or consumer tech.\nExperience owning customer-facing journeys or post-order / order-management / customer- support flows.\nHands-on with data, comfortable with SQL and analytics tools (e. g., Mixpanel, Looker, Tableau) to frame hypotheses, run experiments, and measure impact.\nA systems thinker who maps complex end-to-end flows and finds the highest-leverage fixes.\nCustomer-obsessed, with strong written communication and the ability to influence cross- functional teams without authority.\n\nNice to Have: \nExposure to support tooling (Zendesk, Gladly, or similar), conversational automation / chatbots, and returns or logistics platforms.\nFamiliarity with India's e-commerce dynamics: COD, regional cohorts, and delivery realities.\nSkills\nProduct Manager","description_format":"text","description_chars":2429,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Cosmetics & Makeup","Skincare"],"lifecycle":[{"event":"open","at":"2026-10-21T13:35:00Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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