Product Manager — Post-Order Experience
Department: Product Location: Mumbai, Onsite Experience: 3–4+ years
About the Role
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.
What You'll Do
- 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
agent when needed.
- Reduce avoidable contacts (WISMO, status checks) by fixing root-cause friction in tracking and
communication — without making support harder to reach.
- Raise resolution quality, measured by repeat contacts, reopens, and post-resolution satisfaction
— not just the volume of cases closed.
- Monitor behavioural analytics regularly, spot abnormal changes, and turn insights into a
prioritised set of product fixes.
- Partner across Engineering, Design, Customer Support Operations, Logistics, and Finance to
ship improvements and align on SLAs, policies, and delivery realities.
What We're Looking For
- 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.
About Purplle
Purplle is one of India's leading beauty e-commerce platforms, with 30M+ users and one of the most
diverse beauty catalogs in the country. We're building the operating system for beauty — connecting
consumers, brands, and beauty professionals in one ecosystem. This role owns the moment of truth:
what happens after the order, where customer trust is won or kept.
