Director of Product - Last Mile, CX and Payments

Licious is seeking a seasoned Director of Product to lead the strategy, execution, and optimization of three mission-critical domains: Last-Mile Delivery, Customer Experience (CX), and Payments. This role will own end-to-end product thinking, customer empathy, and operational excellence to deliver a differentiated, reliable, and delightful experience for millions of Licious customers.

You will work closely with Engineering, Design, Operations, CX, Finance, and Leadership teams to build and scale products that significantly uplift NPS, delivery performance, retention, and payment success rates.

What makes the role meaty?

1. Last-Mile Delivery (LM)

- Own DE + 3P Delivery Product Charter

-Build and scale the end-to-end last-mile delivery product, enabling Licious to move from dependency on third-party partners to a high-control, owned last-mile model.

-Drive improvements in SLA adherence (promised delivery time vs. actual) and CPD (Cost Per Delivery) across a daily order volume of 35,000–40,000 orders.

-Own and evolve the Last-Mile Delivery App, including future roadmap for app store deployment (modules for hiring, L&D, incentives, gamification, DE engagement, and performance tracking).

-Partner deeply with Last-Mile Ops to build tech that improves delivery efficiency, reduces delays, and enhances customer and delivery-executive experience.

-Build frameworks to compare and improve 3P vs. own delivery CX and DX.

2. Customer Experience (CX)

-Own the complaints, issue-resolution, and proactive CX product roadmap.

-Reimagine Scheduled Orders and Supply Fulfillment workflows to increase reliability and reduce failed/delayed orders.

-Build features to improve address accuracy, reducing delivery failures and improving first-attempt delivery success.

-Drive retention uplift using product-led interventions, including personalized nudges, trust-building features, and seamless post-purchase journeys.

-Define and deliver targets for NPS, repeat rate, churn reduction, and customer perception metrics.

3. Payments Experience (Checkout → Payment Success)

-Own the entire payments funnel, from cart initiation to final payment confirmation.

-Improve payment success rates with the right UX, fallback logic, routing intelligence, and partnerships with PSPs.

-Build frictionless experiences across UPI, cards, wallets, and CoD, while reducing payment-related cancellations.

-Drive payment reliability and reduce revenue leakages.

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Key Metrics for Success

-SLA adherence and reduction in delivery delays

-Cost per Delivery (CPD) optimisation

-CX complaint rate reduction

-Scheduled order success improvement

-Address accuracy uplift

-NPS increase and retention uplift

-Payment success rate improvement

-Reduction in checkout drop-offs

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We hope that you have..

-10+ years of product management experience, with at least 4–5 years in leadership roles.

Past Product Management experience in Last-Mile or Customer Experience is a must-have

-Deep expertise in Consumer Internet, Logistics/Last-Mile, Fintech/Payments, or Marketplace ecosystems.

-Strong understanding of operations-heavy product environments.

-Proven track record of scaling product charters with measurable impact on CX and business metrics.

-Exceptional stakeholder management and cross-functional leadership.

-High empathy for customers and delivery executives.

-Hands-on problem-solving mindset: ability to dive deep into operational and consumer-level