Product Manager - Customer Experience

Product Manager - Customer Experience

If you understand user journeys, post-purchase flows, and what truly drives customer satisfaction in e-commerce, you’ll feel right at home here.

What we are looking for

We want someone who thinks from first principles, cares deeply about customer empathy, and is excited to design the systems that define our post-purchase experience.

You’ll enjoy this role if you’re:

• A pet parent – This is important for us. It gives you a natural instinct for what matters to our community.
• Obsessed with user behaviour – you know why customers reach out, what frustrates them, and what earns their trust.
• Comfortable working with data – defining metrics, understanding patterns, running hypotheses, identifying root causes.
• Experienced with CX and CRM systems – familiarity with tools like Freshdesk, Clevertap, MoEngage
• Someone who thrives in cross-functional setups – working with product, engineering, operations, supply chain, and our CX team.
• Able to move fast – you can break down problems, run quick experiments, and iterate without waiting for perfect clarity.
• Experienced – ideally 3–4 years in product roles within e-commerce, retail tech, or consumer platforms.

What you’ll own & drive

• Post-purchase experience - Build smoother order tracking, returns, refunds, exchanges, subscription experiences, and serviceability journeys.
• Customer support experience - Improve how customers self-serve, raise queries, and resolve issues across chat, WhatsApp, calls, and in-app touchpoints.
• CX tooling & systems - Enhance agent workflows, automate responses, streamline processes, and improve visibility using CRM and CS tools.
• Predictive & proactive CX - Partner with data to build early-warning systems—SLA breach alerts, delivery risk flags, repeat issues, and personalised interventions.
• Lifecycle communication - Work with CRM tools (Clevertap, MoEngage, Freshdesk, WhatsApp Business) to create clear, timely, reassuring customer communication.
• Experimentation & continuous improvement - Identify bottlenecks, design experiments, measure outcomes, and ship improvements to drive CSAT, NPS, and resolution speed.
• Cross-functional leadership - Work with ops, warehouse, logistics, tech, and support teams to fix root causes—not just surface issues
• Data & metric ownership - Own key CX and post-purchase metrics: CSAT, NPS, Ticket volume & reasons, First contact resolution, Repeat issue rates ,Delivery experience metrics, Refund/return turnaround

If you’re excited about creating exceptional experiences and want to build for a community that truly cares about their pets, we’d love to meet you.