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.