Senior Product Manager -Post Order Experience

Product Manager Post-Order Experience Department: Product Location: Mumbai, Onsite Experience: 34+ 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 34+ 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. Product Manager Post-Order Experience Department: Product Location: Mumbai, Onsite Experience: 34+ 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 34+ 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 SQ