Senior Product Manager - Customer Fulfillment & Post-Order Experience

As a Senior Product Manager at Nykaa, you will lead the Customer Fulfillment, Delivery Experience, and Post-Order charter for one of the business units under the Nykaa ecosystem. In this high-ownership role, you will define and scale the end-to-end customer journey after purchase, encompassing delivery promises, order orchestration, tracking, returns, exchanges, customer support, and fulfillment operations. Your collaboration with Business, Operations, Engineering, Supply Chain, Customer Experience, and Data Science teams will be vital in building a world-class commerce experience. Key Responsibilities: - Commerce & Marketplace Platforms: - Own foundational commerce platforms such as catalog management, seller and vendor experience, marketplace operations, order management systems, fulfillment workflows, logistics integrations, and operational tooling. - End-to-End Customer & Fulfillment Experience: - Lead the customer journey from order placement through fulfillment and post-order experiences by building scalable capabilities across delivery promise (EDD), speed propositions, order tracking, cancellations, returns, exchanges, refunds, customer communications, self-service journeys, and customer support enablement. - Product Strategy & Execution: - Act as the product owner for a key business vertical, driving product strategy, roadmap planning, prioritization, PRD creation, execution, and launch. Qualifications Required: - Experience: - 5+ years of Product Management experience. - Experience in building and scaling customer-facing products in e-commerce, marketplaces, logistics, quick-commerce, retail-tech, or supply-chain domains. - Preferred Background (Experience in at least four or more of the following): - Catalog & Seller management. - Fulfillment and logistics platforms. - Order Management Systems (OMS). - Marketplace products. - Delivery promise (EDD) systems. - Customer service platforms. - Returns and reverse logistics. - Quick commerce or hyperlocal fulfillment. - Omnichannel commerce. - Skills: - Strong product thinking and execution skills. - Ability to navigate ambiguity and build products from first principles. - Excellent stakeholder management and communication skills. - Strong analytical and problem-solving capabilities. - Experience working across multiple cross-functional teams. This role offers you the opportunity to build and scale a business-critical customer experience from an early stage. You will have end-to-end ownership across fulfillment, delivery promise, post-order journeys, and supporting platforms, providing high visibility with leadership and significant impact on customer experience and business outcomes. Join Nykaa to shape the foundation of a rapidly growing commerce business within the organization. As a Senior Product Manager at Nykaa, you will lead the Customer Fulfillment, Delivery Experience, and Post-Order charter for one of the business units under the Nykaa ecosystem. In this high-ownership role, you will define and scale the end-to-end customer journey after purchase, encompassing delivery promises, order orchestration, tracking, returns, exchanges, customer support, and fulfillment operations. Your collaboration with Business, Operations, Engineering, Supply Chain, Customer Experience, and Data Science teams will be vital in building a world-class commerce experience. Key Responsibilities: - Commerce & Marketplace Platforms: - Own foundational commerce platforms such as catalog management, seller and vendor experience, marketplace operations, order management systems, fulfillment workflows, logistics integrations, and operational tooling. - End-to-End Customer & Fulfillment Experience: - Lead the customer journey from order placement through fulfillment and post-order experiences by building scalable capabilities across delivery promise (EDD), speed propositions, order tracking, cancellations, returns, exchanges, refunds, customer communications, self-service journeys, and customer support enablement. - Product Strategy & Execution: - Act as the product owner for a key business vertical, driving product strategy, roadmap planning, prioritization, PRD creation, execution, and launch. Qualifications Required: - Experience: - 5+ years of Product Management experience. - Experience in building and scaling customer-facing products in e-commerce, marketplaces, logistics, quick-commerce, retail-tech, or supply-chain domains. - Preferred Background (Experience in at least four or more of the following): - Catalog & Seller management. - Fulfillment and logistics platforms. - Order Management Systems (OMS). - Marketplace products. - Delivery promise (EDD) systems. - Customer service platforms. - Returns and reverse logistics. - Quick commerce or hyperlocal fulfillment. - Omnichannel commerce. - Skills: - Strong product thinking and exec