Senior Product Manager -Post Order Experience

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.
About Company
Founded in 2011, Purplle has emerged as one of India’s premier omnichannel beauty destinations, redefining the way millions shop for beauty. With 1,000+ brands, 60,000+ products, and over 7 million monthly active users, Purplle has built a powerhouse platform that seamlessly blends online and offline experiences.
Expanding its footprint in 2022, Purplle introduced 6,000+ offline touchpoints and launched 100+ stores, strengthening its presence beyond digital. Beyond hosting third-party brands, Purplle has successfully scaled its own D2C powerhouses—FACES CANADA, Good Vibes, Carmesi, Purplle, and NY Bae—offering trend-driven, high-quality beauty essentials.
What sets Purplle apart is its technology driven hyper-personalized shopping experience. By curating detailed user personas, enabling virtual makeup trials, and delivering tailored product recommendations based on personality, search intent, and purchase behavior, Purplle ensures a unique, customer-first approach.
In 2022, Purplle achieved unicorn status, becoming India’s 102nd unicorn, backed by an esteemed group of investors including ADIA, Kedaara, Premji Invest, Sequoia Capital India, JSW Ventures, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures.
With a 3,000+ strong team and an unstoppable vision, Purplle is set to lead the charge in India’s booming beauty landscape, revolutionizing the way the nation experiences beauty.

Work arrangement
No