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.