Senior Product Manager -Post Order Experience

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.