About the role
Purple 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.
Responsibilities:
- 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.
Requirements:
- 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.