Product Manager - Post Sales/Customer Experience

About the Role:

We are looking for a Product Lead who will own the product experience after a customer has made a purchase. This is a role for someone who believes that the real product experience begins at checkout and that retention, loyalty, and advocacy are built entirely in the post-sale journey.

You will own everything from order confirmation to delivery, returns, refunds, complaints, customer support tooling, and loyalty working at the intersection of product, operations, CX, and technology to build experiences that turn first-time buyers into lifelong customers.

What You Will Own:Post-Purchase Consumer Journey:

• Own the complete post-sale product experience order tracking, delivery communication, delay handling, cancellations, returns, refunds, and resolution flows

• Map and eliminate every point of friction between a customer placing an order and receiving it satisfactorily

• Build proactive communication flows that keep customers informed without them having to reach out

• Design self-service capabilities that resolve the majority of post-sale queries without agent intervention

Returns & Refunds Product:

• Own the end-to-end returns and refund product initiation flow, pickup scheduling, quality check, and refund processing

• Reduce returns-related contacts by improving the returns experience and setting accurate expectations upfront

• Build intelligent returns policies into the product personalised based on customer history, order value, and risk signals

• Track and minimise refund TAT (turnaround time) and returns-related NPS impact

Customer Support Tooling:

• Own the internal tooling and platforms used by the customer support team agent console, ticketing system, macros, escalation flows, and resolution workflows

• Work with CX leadership to identify the highest-volume contact drivers and build product solutions that eliminate them at the root

• Build AI and automation capabilities into support flows chatbots, intelligent routing, suggested responses, and auto-resolution for repeat query types

• Ensure support agents have real-time order context, customer history, and resolution authority built into their tools

Customer Experience Metrics & Feedback Loops:

• Own post-sale NPS, CSAT, and CES (Customer Effort Score) define baselines, set targets, and drive improvement

• Build feedback collection into every post-sale touchpoint delivery, return, refund, support interaction

• Analyse contact centre data, escalation patterns, and complaint themes to identify product gaps and prioritise fixes

• Create a closed feedback loop ensure insights from CX flow back into upstream product and operations decisions

Loyalty & Retention Product:

• Build and own product features that drive repeat purchase loyalty programmes, post-delivery engagement, personalised reorder flows, and win-back journeys

• Work with marketing and data teams to identify customers at risk of churn and design product interventions to retain them

• Measure the impact of post-sale experience on repeat purchase rate and customer lifetime value

Operational Integration:

• Work closely with logistics, warehouse, and supply chain teams to understand operational constraints that impact the customer experience

• Build product solutions that bridge the gap between operational reality and customer expectation real-time tracking, accurate ETAs, and proactive delay alerts

• Partner with third-party logistics providers and integrate their data into the customer-facing product seamlessly

Who We Are Looking For:Experience:

• 6-10 years of product management experience with at least 3 years owning post-sale, CX, or customer operations product

• Experience in B2C e-commerce, quick commerce, marketplace, or consumer tech strongly preferred

• Track record of reducing contact rate, improving NPS, and building self-service capabilities at scale

• Experience working with or building customer support tooling agent consoles, CRM integrations, or chatbot platforms is a strong advantage

Skills:

• Deep understanding of post-sale consumer behaviour and the emotional arc of a buyer after checkout

• Strong analytical skills ability to mine contact centre data, support ticket themes, and NPS verbatims for product signals

• Comfort with SQL and product analytics tools Mixpanel, Amplitude, Clevertap, Freshdesk, Zendesk, or similar

• Ability to write sharp PRDs that capture both the consumer-facing and agent-facing requirements of complex operational flows

• Experience designing conversational flows and automation logic for chatbots or IVR systems is a plus

• Strong cross-functional influence ability to drive alignment across operations, logistics, CX, and engineering without direct authority

Mindset:

• Empathetic you feel the customer's frustration at every broken touchpoint and take it personally

• Systems thinker you see the whole chain from order placement to resolution and fix root causes not symptoms

• Data driven you trust contact rate data, NPS verbatims, and funnel drop-offs more than opinions

• Operator at heart you understand that great CX product requires deep respect for operational constraints

• High ownership the post-sale experience is your product; you do not pass the blame to logistics or ops

Key Metrics You Will Be Measured On:

• Post-sale NPS and CSAT scores

• Contact rate per order total and by category

• Self-service resolution rate

• Returns and refund TAT

• First contact resolution rate

• Repeat purchase rate and customer lifetime value

• Agent handle time and escalation rate

• Delivery-related complaint rate

Qualifications:

• Graduate in Engineering, Business, Computer Science, or a related field

• Certifications in product management, CX design, or service design are a plus