Senior Product Manager - Post Order & AI
Nykaa · Bengaluru · onsite · Posted 1d ago
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About this role
Job Profile: Senior Product Manager - Post Order & AI
Location: Bangalore - Onsite
Experience: 6+ years
About The Team & Role
Nykaa's Post Order team shapes the customer experience from the moment an order is placed until it is delivered, returned, refunded, or the customer's concern is resolved. Our work builds customer trust and retention while improving operational efficiency across Nykaa.
We believe great products are built by small teams that work smart and move fast. We are looking for a Senior Product Manager who is customer-focused, data-driven, comfortable with ambiguity, and excited to solve complex problems at scale.
In this role, you will own a critical area of the post-order experience and explore how AI can make customer journeys simpler, more personalised, and more efficient. You will work on products such as AI-powered chatbots and voicebots, alongside other solutions that help customers and internal teams resolve issues.
What you will do:
Define the Product Roadmap
- Own and drive the roadmap for a critical area of our Post order vertical
- Define clear success metrics and translate strategy into actionable product requirements.
Build AI-Powered Products
- Identify opportunities to use AI and automation to solve customer and operational problems across the post-order journey.
- Drive the development and improvement of AI-powered products such as chatbots, voicebots, and agent-assist tools.
Champion the Customer
- Serve as the voice of the customer across the org. Deeply understand customers and their pain points and ensure solutions solve real problems.
Be Data-Driven
- Independently analyze data to extract insights that shape prioritization and decision-making
- Conduct market and competitive research to stay ahead of industry trends.
Drive Cross-functional Alignment
- Partner closely with stakeholders across business, design, and engineering
- Lead through influence — communicate clearly and crisply to rally teams around the product vision and make tough trade-offs
What qualities are we looking for
- 6+ years of overall experience, including 5+ years in product management for B2C digital products, preferably in e-commerce.
- Experience building or scaling AI-powered products, such as chatbots, voicebots, conversational AI, or automation solutions.
- Strong understanding of how AI and large language models can be applied to solve customer and business problems, including an awareness of their limitations.
- Experience defining AI product success metrics and using customer feedback, conversation reviews, and evaluations to improve outcomes.
- Strong analytical and problem-solving skills, with experience in A/B testing and data-driven decision-making.
- Excellent communication and stakeholder management skills, with the ability to align diverse teams and drive outcomes.
- A customer-obsessed mindset and a passion for solving real problems with measurable impact.
- An innovative and strategic mindset, with the ability to thrive in a fast-paced environment with changing priorities.
A plus: Prior experience scaling and improving post-order experiences, customer support products, or AI-led customer service solutions.
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About Nykaa
Nykaa
Mumbai
US
About
FSN E-Commerce Ventures Ltd, d/b/a Nykaa, is an Indian retail company, headquartered in Mumbai. It sells beauty, wellness and fashion products through its website, mobile app and over 100 physical stores. In 2020, it became the first Indian unicorn startup headed by a woman.
Nykaa sells products which are manufactured in India as well as internationally. In 2015, the company expanded from online-only to an omnichannel model and began selling products apart from beauty. As of 2020, it retails over 2,000 brands and 200,000 products across its platforms.
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