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.

Associate Product Manager at CaratLane - A TATA Product - PM Job Opening