Senior Product Manager - Customer Fulfillment & Post-Order Experience

About the role

We are seeking a Senior Product Manager to lead the Customer Fulfillment, Delivery Experience and Post‑Order charter for a business within the Nykaa ecosystem. In this high‑ownership role you will define and scale the end‑to‑end customer journey after purchase, from delivery promises and order orchestration to tracking, returns, exchanges, support and fulfillment operations.

Key responsibilities

• Own the foundational commerce platforms, including catalog management, seller and vendor experience, marketplace operations, order management systems, fulfillment workflows and logistics integrations.
• Design and scale the complete post‑order experience, covering delivery promise (EDD), speed propositions, order tracking, cancellations, returns, exchanges, refunds and customer communications.
• Act as product owner for the vertical, driving strategy, roadmap planning, prioritisation, PRD creation, execution and launch.
• Collaborate closely with Business, Operations, Engineering, Supply Chain, Customer Experience and Data Science teams to build a world‑class commerce experience.
• Enable self‑service journeys and support enablement for customer service teams.

Required profile

• 5+ years of product management experience.
• Proven experience building and scaling customer‑facing products in e‑commerce, marketplaces, logistics, quick‑commerce, retail‑tech or supply‑chain domains.
• Background in at least four of the following areas: catalog & seller management, fulfillment & logistics platforms, order management systems, marketplace products, delivery promise systems, customer service platforms, returns & reverse logistics, quick commerce or omnichannel commerce.
• Strong product thinking, ability to navigate ambiguity and build products from first principles.
• Excellent stakeholder management, communication, analytical and problem‑solving capabilities.

Required skills