Senior Product Manager -Post Order Experience

Purplle.com; Mumbai; Vor Ort; INR 3.000.000 - 4.500.000; Vollzeit

Zusammenfassung

Purplle.com is seeking a Product Manager to own the post‑order experience in Mumbai, onsite. You will manage order tracking, cancellations, returns and refunds, and customer support workflows, treating them as products with measurable outcomes.

You will collaborate with Engineering, Design, Customer Support, Logistics, and Finance to improve reachability, self‑service, and escalation paths, ensuring a smooth post‑purchase journey for customers.

Qualifikationen

• 3–4+ years in a product role, ideally in ecommerce or consumer tech.
• Experience owning customer‑facing journeys or post‑order flows.
• Hands‑on with data — comfortable with SQL and analytics tools to frame hypotheses and measure impact.
• A systems thinker who maps complex end‑to‑end flows and finds high‑leverage fixes.
• Customer‑obsessed with strong written communication and cross‑functional influence.

Aufgaben

• Own the post‑order journey end‑to‑end — tracking, cancellations, returns/refunds, and order care.
• Set the roadmap and balance quick wins with long‑term bets.
• Improve discoverability of help and strengthen self‑service and automation.
• Reduce avoidable contacts by fixing root‑cause friction in tracking and communication.
• Raise resolution quality by reducing repeats and improving post‑resolution satisfaction.
• Monitor behavioural analytics and turn insights into prioritized product fixes.
• Collaborate with Engineering, Design, Support Ops, Logistics, and Finance to align SLAs and delivery.

Kenntnisse

Post-order journey ownership

SQL

Data analytics

Cross-functional collaboration

Systems thinking

Customer obsession

Tools

Mixpanel

Looker

Tableau

Jobbeschreibung

Job Description:

Product Manager — Post-Order Experience

Department: Product Location: Mumbai, Onsite Experience: 3–4+ years

About The Role

Purplle 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.

What You’ll Do

• 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.

What We’re Looking For

• 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.

Nice to Have

• Exposure to support tooling (Zendesk, Gladly, or similar), conversational automation / chatbots, and returns or logistics platforms.
• Familiarity with India’s e‑commerce dynamics — COD, regional cohorts, and delivery realities.

About Purplle

Purplle is one of India’s leading beauty e‑commerce platforms, with 30M+ users and one of the most diverse beauty catalogs in the country.

We’re building the operating system for beauty — connecting consumers, brands, and beauty professionals in one ecosystem. This role owns the moment of truth: what happens after the order, where customer trust is won or kept.

About Company

Founded in 2011, Purplle has emerged as one of India’s premier omnichannel beauty destinations, redefining the way millions shop for beauty. With 1,000+ brands, 60,000+ products, and over 7 million monthly active users, Purplle has built a powerhouse platform that seamlessly blends online and offline experiences. Expanding its footprint in 2022, Purplle introduced 6,000+ offline touchpoints and launched 100+ stores, strengthening its presence beyond digital. Beyond hosting third‑party brands, Purplle has successfully scaled its own D2C powerhouses—FACES CANADA, Good Vibes, Carmesi, Purplle, and NY Bae—offering trend‑driven, high‑quality beauty essentials. What sets Purplle apart is its technology driven hyper‑personalized shopping experience. By curating detailed user personas, enabling virtual makeup trials, and delivering tailored product recommendations based on personality, search intent, and purchase behavior, Purplle ensures a unique, customer‑first approach. In 2022, Purplle achieved unicorn status, becoming India’s 102nd unicorn, backed by an esteemed group of investors including ADIA, Kedaara, Premji Invest, Sequoia Capital India, JSW Ventures, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures. With a 3,000+ strong team and an unstoppable vision, Purplle is set to lead the charge in India’s booming beauty landscape, revolutionizing the way the nation experiences beauty.