Product Manager - Customer Experience

Firstclub; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

FirstClub seeks a Product Manager - Customer Experience (CX) to own the end-to-end customer journey across the FirstClub lifecycle. You will work at the intersection of customer needs, business outcomes, technology and operations to identify friction points and build products that make interactions simple and delightful.

This high-ownership role requires collaborating with Engineering, Design, Data, Operations, CX and Business teams to define roadmaps, measure success, and iterate based on

Qualifications

• 3–8 years of product management experience.
• Experience building consumer-facing products in e-commerce or related domains.
• Strong analytical and problem-solving skills; data-driven decisions.
• Excellent communication and stakeholder management.

Responsibilities

• Own the CX product roadmap across the customer lifecycle.
• Improve end-to-end customer journey by reducing friction and increasing transparency.
• Build CX and support tools to enable seamless issue resolution and automate workflows.
• Use feedback, support data and analytics to identify opportunities and drive hypotheses.
• Collaborate with Engineering, Design, Data, Operations and CX to deliver end-to-end solutions.
• Design and run experiments to improve satisfaction, conversion, and retention.

Skills

Product management

Customer journey

Data analysis

Stakeholder management

Ownership & execution

Tools

SQL

Analytics platforms

Experimentation frameworks

Job description

About the Role:

We are looking for a Product Manager - Customer Experience (CX) to own and improve the customer experience across the FirstClub journey. You will work at the intersection of customer needs, business outcomes, technology and operations, identifying friction points and building products that make every customer interaction simpler, faster and more delightful. This is a high-ownership role where you will have the opportunity to shape CX from the ground up in a fast-growing, customer-first organization.

What You’ll Do

1. Own the CX Product Roadmap:

• Define and drive the product roadmap for customer experience across the customer lifecycle.
• Identify high-impact customer problems and translate them into scalable product solutions.
• Prioritize initiatives based on customer impact, business value, effort and strategic importance.
• Work closely with leadership to define CX priorities and success metrics.

2. Improve the End-to-End Customer Journey:

• Map the customer journey across discovery, browsing, ordering, payment, delivery, post-order support, returns/refunds and re-engagement.
• Identify key customer pain points and eliminate friction across the journey.
• Build experiences that improve convenience, transparency and trust.
• Continuously benchmark the experience against best-in-class consumer and commerce products.

3. Build CX & Support Products:

• Build and improve customer-facing and internal tools that enable seamless issue resolution.
• Partner with CX/Customer Support teams to identify recurring customer issues and product opportunities.
• Improve self-service capabilities, FAQs, automated resolution and support workflows.
• Explore opportunities to leverage AI and automation to improve resolution time and customer satisfaction.

4. Data & Customer Insights:

• Use customer feedback, support tickets, product analytics, NPS/CSAT and behavioural data to identify opportunities.
• Build dashboards and metrics to monitor CX performance.
• Conduct deep dives into customer complaints, drop-offs and friction points.
• Convert qualitative and quantitative insights into clear product hypotheses and experiments.

5. Cross-Functional Execution:

• Work closely with Engineering, Design, Data, Operations, CX and Business teams to deliver products end-to-end.
• Write clear PRDs, user stories and product requirements.
• Drive product execution from problem discovery through launch and iteration.
• Ensure strong adoption and impact after product launches.

6. Experimentation & Continuous Improvement:

• Design and run experiments to improve customer satisfaction, conversion, retention and operational efficiency.
• Establish clear success metrics for every initiative.
• Measure outcomes post-launch and iterate based on data and customer feedback.

What We're Looking For:

• 3 - 8 years of experience in product management.
• Experience building consumer-facing products, ideally in e-commerce, quick commerce, retail, food delivery, fintech or other high-frequency consumer businesses.
• Strong understanding of customer journeys and CX principles.
• Ability to translate ambiguous customer problems into structured product solutions.
• Strong analytical and problem-solving skills.
• Comfortable working with data to make product decisions.
• Strong product sense and attention to detail.
• Excellent communication and stakeholder management skills.
• Experience with AI/automation-led customer support or conversational interfaces.
• Strong bias towards ownership and execution in a fast-paced environment.

Good to Have:

• Experience working on CX, customer support, post-order, returns/refunds or service experience products.
• Experience in quick commerce, e-commerce or marketplace businesses.
• Understanding of customer service operations and contact-centre workflows.
• Experience working with tools such as SQL, analytics platforms and experimentation frameworks.