Product Manager II - Customer Fulfillment & Post-Order Experience

Role Overview

We are seeking a Product Manager II to spearhead the Customer Fulfillment, Delivery Experience, and Post-Order initiatives within a segment of the Nykaa ecosystem. This pivotal position entails end-to-end responsibility for the customer journey post-purchase, including delivery commitments, order orchestration, tracking, returns, exchanges, support, and fulfillment operations.

You will collaborate extensively with teams across Business, Operations, Engineering, Supply Chain, Customer Experience, and Data Science to construct a leading commerce experience from the ground up.

Key Responsibilities

• Own the commerce and marketplace platforms integral to the business, such as catalog management, vendor and seller interactions, marketplace processes, order management systems, fulfillment workflows, logistics integrations, and operational tools.
• Manage the customer journey from the point of ordering through to fulfillment and post-purchase, developing scalable solutions for delivery timelines (EDD), speed propositions, order monitoring, cancellations, returns, exchanges, refunds, customer communications, self-service options, and support empowerment.
• Serve as the product owner for a core business vertical, leading product strategy, roadmap development, prioritization, product requirement documentation (PRD), execution, and rollout.

Experience & Preferred Background

• A minimum of 3 years in Product Management.
• Prior experience building and scaling customer-centric products within e-commerce, marketplaces, logistics, quick-commerce, retail technology, or supply chain sectors.
• Familiarity with at least four domains among: catalog & seller management, fulfillment and logistics platforms, order management systems, marketplace products, delivery promise (EDD), customer service platforms, returns and reverse logistics, quick commerce or hyperlocal fulfillment, and omnichannel commerce.

Skills

• Strong aptitude for product conceptualization and execution.
• Ability to handle ambiguity and architect products based on fundamental principles.
• Exceptional communication and stakeholder management skills.
• Robust analytical and problem-solving abilities.
• Experience collaborating across diverse cross-functional teams.

Why This Role?

• Chance to create and scale a crucial customer experience from inception.
• Complete ownership over fulfillment, delivery commitments, post-order processes, and supporting platforms.
• Visibility to leadership with significant influence on customer experience and business results.
• Opportunity to define the foundations of a fast-growing commerce segment within Nykaa.