Senior Product Manager (Post Purchase & Customer Support)

ZALORA Group; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading e-commerce company in Kuala Lumpur is seeking an experienced professional to manage post-purchase strategies. You will lead a team of engineers and designers to enhance customer satisfaction and streamline delivery processes. The ideal candidate has over 5 years in e-commerce and strong product management skills. Competitive compensation and growth opportunities are offered.

Benefits

Competitive compensation

In-office perks

Learning and development support

Career growth opportunities

Qualifications

• 5+ years of experience in post-purchase journeys or customer support in e-commerce.
• Proven success in improving delivery clarity and boosting customer satisfaction.
• Strong fundamentals in product thinking and first-principles problem solving.

Responsibilities

• Define the vision and goals for delivery tracking and order care.
• Lead a squad of engineers and designers to ship end-to-end features.
• Analyze customer contacts to identify friction points and innovation areas.

Skills

Leadership

Analytical skills

Customer obsession

Cross-functional collaboration

Problem solving

Tools

Mixpanel

Looker

SQL

Job description

Responsibilities:

• Post-Purchase Strategy & Roadmap: Definethevisionandgoalsfordeliverytracking,returns&refunds,ordercare,and supportflows.
• Cross-Functional Delivery: Leadasquadofengineers,designers,dataanalysts,andoperationspartnerstoshipend-to-endfeatures.
• Customer Insights & Iteration: Analyze customer contacts, support logs, and feedbacktoidentifyfrictionpointsandinnovationareas; Translateinsightsintoprioritizedexperiments,A/Btests,pilots,andfulllaunches,tocontinuouslyimproveCSATandresolutiontimes.
• Support Tools & AI-Assistants: Shapeourroadmapforchatbots,conversationalAI,andticketingsystems,focusingonintentflowsandescalationlogic; FamiliaritywithcommonsupportplatformsandAI-poweredassistantsisaplus,butdeepvendor-specificexpertiseisn’trequired.
• Stakeholder & Vendor Alignment: BuildstrongpartnershipswithOperations,Marketing,andFinancetoevangelizepost-purchaseexcellence; Coordinatewithexternalpartnerstoexplorenewtechnologiesandintegrationsthat elevatecustomerdelight.

Requirements:

Domain Experience

• 5+yearsofowning post-purchasejourneys,ordermanagement,logistics,orcustomersupportinane-commerceormarketplaceenvironment.
• Demonstratedsuccessimprovingdeliveryclarity,simplifyingreturns,orboostingsupportsatisfaction.

Product & Analytical Rigour

• Strongfundamentalsinproductthinkingandfirst-principlesproblemsolving.
• Comfortablewithanalytics(Mixpanel,Looker,SQL),toframehypotheses,designexperiments,andmeasureimpact.

Systems & Customer Obsessed

• Asystemsthinkerwhomapscomplexend-to-endflowsandidentifiesleveragepoints.
• Trulypassionateaboutcustomerdelight,drawsinspirationfromsupportticketsandobsessivelyhuntsdownpainpoints.

Leadership & Communication

• Skilledataligningcross-functionalteams,surfacingrisks,anddrivingconsensusinfast-pacedenvironments.
• Clear, concisecommunicator, writescrispPRDs, articulatesstrategy, and presentsroadmapseffectively.

What We Offer :

• Ownership ofamission criticalproductverticalsthatshapeseveryZaloracustomer’spost-checkoutexperience.
• Acollaborative, high-energyproduct&engineeringcultureacrossSoutheastAsia.
• CareergrowthopportunitiesonbothICandpeople-managementtracks.
• Competitivecompensation,in-officeperks,andlearning&developmentsupport.

The ZALORA Story

ZALORA is Asia’s Online Fashion Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines and Hong Kong. ZALORA is part of Global Fashion Group, the world\'s leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group