Associate Product Manager

We are seeking an APM to work on Post Purchase products at CaratLane. In this role, you will be responsible for managing the post-purchase customer journey, including order tracking, communication, returns, repairs, refunds, customer support queries, self-service customer resolutions workflow..etc. The ideal candidate should be able to understand the customer's needs and expectations and communicate these needs to the development team.

Key Responsibilities:

Develop and execute a post-purchase customer journey strategy:

• Empathizing — We start from our customer (and their pain points) and work towards solutions that address their needs.
• Planning — Gain a deep understanding of customer problems, Omnichannel, order management system, Supply chain, and technology to then synthesize into a product strategy that improves customer experience, reduces cost, and brings efficiency into business.
• Responsible for the product conceptualization, definition, planning, and execution throughout the product life cycle, including gathering and prioritizing product and customer requirements.
• Collaborating — Collaborating with cross-functional teams (Engineering, Design, QA, etc.) to deliver products on time.
• Analyzing and Iterating— Analyzing product usage data and customer feedback to improve the customer experience and satisfaction continuously.
• Innovating — Staying up-to-date with industry trends and best practices to ensure products remain competitive in the market.

Skills & Experience:

• B.E + MBA (optional)
• Added plus if you have been a hands-on developer/Tester
• Knowledge of e-commerce, omnichannel, retail technologies, and order management systems added advantage
• Proven track record of delivering successful products in a fast-paced environment
• Strong analytical and problem-solving skills
• oral communication and collaboration skills
• Ability to prioritize and manage multiple projects simultaneously
• Knowledge of customer experience best practices and methodologies
• Understanding of user research and data analysis techniques.