Product Manager - Post Order CX and Last Mile Logistics

Role:

Location:

About STYLI

STYLI is an e-commerce brand founded in 2019 by Landmark Group, emerging as one of the largest fashion and beauty platforms in the GCC and India. With a strong focus on trendy, affordable fashion and beauty products, STYLI brings over 40,000 styles to men, women, kids, and beauty enthusiasts, offering them the latest global trends delivered directly to their doorsteps.

Our vision is to be the most aspirational value fast fashion and lifestyle destination, delivering seamless service excellence. We aim to create personalized experiences, engaging customers across all touchpoints, and continually expanding our curated selection to meet their evolving need states. STYLI has quickly become a leading player in the e-commerce fashion space across the GCC - Saudi Arabia, UAE, Bahrain, and Kuwait and in India.

Role Purpose & Impact

Deliver a world-class post-purchase journey—order tracking, delivery notifications, returns, refunds, CX—that reduces anxiety, drives loyalty, and lowers operational costs.

Key Responsibilities

• Integrate carrier APIs

  to surface real-time shipment statuses and predictive ETAs; continuously improve on-time promise accuracy with ML models.

• Design self-serve return & refund flows

  that capture structured return reasons; feed insights back to Merchandising to cut return rates.

• Automate refund triggers

  (instant for prepaid, COD post-pickup) and track average refund time as a north-star.

• Deploy multi-channel support tools

  (in-app chat, IVR, WhatsApp bots) to resolve >40 % queries without agent hand-off and lower contact rate.

• Identify & mitigate RTO patterns

  using data (zip codes, payment types, SKUs); pilot address verification, locker drop-offs, “open-box” delivery.

• Build and own dashboards

  for Delivery SLA, Contact Rate, Return-to-Origin losses; conduct weekly root-cause reviews with Ops & CX leadership.

• Drive continuous improvement culture

  (Lean/DMAIC) within the squad—experiment, learn, iterate rapidly.

• Align cross-functional teams

  —Logistics, Warehouse, Finance, CX, Data Science—around shared OKRs and transparent reporting.

• Act as the post-order customer champion

  , grounding every decision in NPS, CSAT, and verbatim feedback loops.

• Balance marketplace economics

  by reducing costly cancellations and returns while preserving an exceptional buyer experience.

Ideal Profile

• 4-8 years in post-order, logistics tech, or ops-heavy product roles in e-commerce or food/grocery delivery.
• Hands-on with carrier integrations, OMS/WMS, and communication stacks (Twilio, MoEngage).
• Strong continuous-improvement mindset.
• Track record aligning Ops, CX, and Tech on a single set of OKRs.
• Storytelling chops—you turn complex supply-chain jargon into insights the C-suite acts on