Senior Product Manager -Post Order Experience

About the role

What you'll do

• 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.
• 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

What you'll bring

• 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.