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 a

📌 Senior Product Manager (Mumbai)
🏢 Purplle.com
📍 Mumbai