Senior Product Manager

Role & responsibilities

D2C Growth & Customer Experience

• Own and optimize the end-to-end funnel on Shopify, including product discovery, conversion rates, and checkout experience.
• Implement on-site and off-site growth experiments: landing pages, offers, referral systems, and cross-sell/upsell features.
• Partner with marketing and CRM teams to integrate tools for retargeting, cart recovery, and personalized communication.
• Enhance post-purchase journey to increase repeat rate, NPS, and LTV through automation and proactive support.

Customer Support & Automation Tools

• Oversee Zendesk, Knowlarity, and Yellow.ai to ensure scalable, multi-channel customer support across voice, chat, and WhatsApp.
• Define automation flows, ticketing SLAs, escalation paths, and agent productivity metrics.
• Implement support analytics and reporting to identify gaps and areas for CSAT improvement.

OMS, WMS & Logistics Platforms

• Manage and scale integrations with Unicommerce, Clickpost, and courier partners to ensure timely and accurate order processing.
• Improve metrics such as delivery TAT, RTO%, and order tracking visibility.
• Partner with warehouse teams to ensure operational reliability, especially during high-scale events like sales and festivals.

Analytics & Reporting

• Build and maintain self-serve dashboards for key business metricsrevenue, returns, customer satisfaction, order health, etc.
• Analyze product and operational data to identify growth levers and process inefficiencies.
• Work cross-functionally to implement data-driven decisions across tech, marketing, and ops.

Preferred candidate profile

Must-Have:

• 5+ years of experience in product management with a strong D2C or e-commerce focus
• Experience scaling D2C websites (preferably Shopify-based) through CRO, UX improvements, and data-driven experimentation
• Hands-on exposure to tools like Shopify, Unicommerce, Clickpost, Knowlarity, Zendesk, Yellow.ai, and Zoho Books
• Deep understanding of D2C growth metrics: CAC, LTV, RTO%, AOV, churn, and CSAT
• Strong analytical skills with proficiency in Excel, SQL, and visualization tools like Power BI or Tableau
• Comfort working with APIs, tool integrations, and third-party platforms
• Excellent communication and stakeholder management skills

Nice-to-Have:

• Experience in high-growth D2C brands or digital-first product environments
• Familiarity with marketing tools (e.g., Klaviyo, GA4, Meta Pixel, attribution platforms)
• Basic understanding of warehouse ops, inventory sync, and reverse logistics