Product Lead - Customer Experience

We are looking for a hands-on Product Lead - Customer Experience to own the complete customer journey, from product discovery and selection to checkout, delivery, and repeat purchases. You will work closely with design, engineering, analytics, category, marketing, customer support, and operations teams to simplify the buying experience, improve conversion, and ensure reliable order fulfillment. The role requires strong product judgment, customer empathy, analytical thinking, and the ability to translate insights into measurable business outcomes.

Responsibilities:

• Customer Research: Engage directly with contractors at construction sites and stores to understand their needs, identify pain points, and translate insights into product improvements.
• Product Discovery and Selection: Improve search, browsing, and product selection for complex catalogues, product variants, specifications, quantities, and units.
• Availability and Delivery Experience: Ensure accurate stock visibility, delivery eligibility, and realistic delivery promises in collaboration with store and last-mile operations teams.
• Cart, Checkout, and Payments: Simplify pricing, offers, discounts, login, checkout, and payment recovery to reduce friction and abandoned orders.
• Post-Purchase Experience: Improve order tracking, status updates, cancellations, refunds, issue resolution, and reordering.
• Product Analytics and Experimentation: Own event tracking, funnel metrics, dashboards, and experiments to improve conversion, fulfillment reliability, and repeat purchases.
• Product Roadmap and Execution: Prioritize the product backlog, write clear requirements and acceptance criteria, manage cross-functional dependencies, and ensure quality releases.
• Continuous Improvement: Monitor product performance after launch, identify opportunities, and deliver iterative improvements based on customer feedback and data.

Key Success Metrics:

• Improved first-order conversion and repeat purchases.
• Higher search-to-cart and checkout conversion.
• Fewer failed payments, abandoned orders, stock mismatches, and incorrect orders.
• Improved delivery reliability and customer experience.
• Consistent delivery of measurable product improvements.

Requirements:

• Hands-on product management experience in quick commerce, e-commerce, or consumer-facing digital products, ideally with exposure to India 2 / India 3 consumers.
• Strong understanding of customer experience, product discovery, conversion optimization, checkout flows, and customer retention.
• Experience using product analytics, funnel analysis, cohort analysis, and experimentation to drive product decisions.
• Proven ability to work closely with designers and engineers from problem discovery through launch and performance measurement.
• Strong problem-solving, prioritization, and stakeholder management skills.
• Willingness to engage directly with customers and on-ground operations teams.
• Ability to work in a fast-paced environment and make decisions with imperfect information.