E-Commerce Product Manager - Post-purchase
1 Month ago • 5 Years +
Product Management
Job Description
As an E-Commerce Product Manager focused on the post-purchase experience, you will lead efforts to enhance the customer journey after checkout. Your work will drive improvements in user experience, boost customer satisfaction, and increase retention, loyalty, and repeat purchases through thoughtful strategy and execution. This role involves defining product strategy, collaborating with development teams, and ensuring timely feature delivery, while also optimizing order tracking, returns, and exchanges.
Good To Have:
- Familiarity with e-commerce platforms and tools (e.g., SAP Commerce Cloud, Salesforce Commerce Cloud)
- Experience working with 3PLs, shipping APIs, returns/exchange platforms, or order tracking software
Must Have:
- Define and lead product strategy and roadmap for post-purchase experiences.
- Collaborate with development teams for timely feature delivery.
- Conduct user acceptance testing (UAT).
- Improve customer transparency and communication from purchase to delivery.
- Optimize order confirmation emails, SMS, tracking pages, and delivery updates.
- Streamline returns and exchange processes.
- Enhance self-service capabilities for returns.
- Work closely with design, engineering, CX, logistics, marketing, legal, and operations teams.
- Align product initiatives with backend systems and 3PL partners.
- Define and track key metrics (NPS, delivery satisfaction, return rates, support ticket volume).
- Deliver insights and reports to stakeholders.
- Ensure post-purchase experiences meet regulatory, privacy, and security standards.
- Collaborate with IT and security teams for secure transaction environments.
- Bachelor's degree in Business, Marketing, Computer Science, or related field.
- 5+ years of product management experience, preferably in e-commerce, logistics, or fulfillment.
- Background in logistics, supply chain, or CX automation.
- Demonstrated success in building or optimizing post-purchase experiences.
- Solid understanding of customer experience (CX), logistics, and supply chain principles.
- Strong data-driven decision-making skills.
- Experience with metrics, KPIs, and customer insights.
- Excellent communication, collaboration, and stakeholder management abilities.
Perks:
- Opportunity to make a global impact
- Accelerated personal and professional growth
- Gamer-centric #LifeAtRazer experience
- Certified as a Great Place to Work® in United States and Singapore
Job Responsibilities :
As an E-Commerce Product Manager focused on the post-purchase experience, you will lead efforts to enhance the customer journey after checkout. Your work will drive improvements in user experience, boost customer satisfaction, and increase retention, loyalty, and repeat purchases through thoughtful strategy and execution.
Responsibilities:
- Post-Purchase Product Ownership:
- Define and lead the product strategy and roadmap for post-purchase experiences across web, mobile, and other channels.
- Collaborate with development teams to prioritize the backlog and ensure timely, high-quality feature delivery.
- Conduct user acceptance testing (UAT) to validate functionality and customer experience.
- Order Tracking & Communication:
- Improve customer transparency and communication from purchase to delivery.
- Optimize order confirmation emails, SMS notifications, tracking pages, and estimated delivery updates.
- Returns & Exchanges:
- Streamline returns and exchange processes to reduce customer friction and operational costs.
- Enhance self-service capabilities while maintaining a positive customer experience
- Cross-Functional Leadership:
- Work closely with design, engineering, CX, logistics, marketing, legal, and operations teams to ensure cohesive post-purchase experiences.
- Align product initiatives with backend systems and third-party logistics (3PL) partners.
- Analytics and Reporting:
- Define and track key metrics (e.g., NPS, delivery satisfaction, return rates, support ticket volume).
- Deliver insights and regular reports to stakeholders, identifying performance gaps and opportunities for improvement.
- Compliance and Security:
- Ensure post-purchase experiences meet relevant regulatory, privacy, and security standards.
- Collaborate with IT and security teams to maintain secure transaction environments.
- Perform other duties as assigned.
Pre-Requisites :
- Bachelor's degree in Business, Marketing, Computer Science, or related field.
- 5+ years of product management experience, preferably in e-commerce, logistics, or fulfillment.
- Background in logistics, supply chain, or CX automation
- Demonstrated success in building or optimizing post-purchase experiences.
- Solid understanding of customer experience (CX), logistics, and supply chain principles.
- Strong data-driven decision-making skills; experience with metrics, KPIs, and customer insights.
- Excellent communication, collaboration, and stakeholder management abilities.
- Familiarity with e-commerce platforms and tools (e.g., SAP Commerce Cloud, Salesforce Commerce Cloud).
- Experience working with 3PLs, shipping APIs, returns/exchange platforms, or order tracking software.
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