Director – Product

Job Summary

As the Director – Product, you will lead the complete consumer journey from discovery to post-delivery, creating frictionless, insight-led experiences that promote growth, efficiency, and customer satisfaction. You will oversee a multidisciplinary team that spans Product Management, User Interface/User Experience (UI/UX), and Analytics, functioning as the strategic link between business, technology, and operations to deliver comprehensive impact across the ecosystem.

Responsibilities

• Pre-Purchase (Discovery, Engagement & Consideration)

  • Lead the digital product roadmap for the website and app, including Product Listing Page (PLP), Product Display Page (PDP), configurators, and lead journeys.
  • Drive experimentation frameworks such as A/B testing, personalization, and funnel optimization.
  • Build analytics models to identify high-intent user segments and enhance engagement and conversion depth.

• Purchase (Conversion & Checkout)

  • Own the end-to-end conversion experience across cart, checkout, and payment workflows.
  • Collaborate with Pricing, Payments, and Inventory teams to maximize order success and reduce drop-off rates.
  • Integrate omnichannel purchase journeys—online, in-store, and quick commerce—ensuring consistency and reliability.
  • Govern pricing logic, delivery promise visibility, and PDP accuracy to enhance customer trust.

• Post-Purchase (Delivery, Customer Relationship Management (CRM) & Logistics Experience)

  • Delivery Experience:

    • Build and optimize post-purchase flows including order tracking, shipment visibility, and proactive notifications.
    • Integrate with Third-Party Logistics (3PLs), warehouse systems, and customer-facing delivery tracking tools for promise-to-delivery accuracy.
    • Define and monitor Service Level Agreement (SLA) adherence, On-Time In-Full (OTIF) performance, and exception management systems.

  • CRM & Service Systems:

    • Collaborate with CRM teams to enhance service workflows, escalation journeys, and ticket analytics.
    • Enable a unified customer view across purchase, delivery, and service touchpoints.
    • Leverage analytics to boost Net Promoter Score (NPS), first-time resolution, and service turnaround.

  • Returns, Replacement & Warranty:

    • Streamline digital processes for returns, repairs, and warranty claims through effective reverse logistics.
    • Build insight dashboards for product quality, defect tracking, and root cause analysis feedback loops with manufacturing and operations.

  • Experience Analytics:

    • Develop real-time visibility on post-purchase KPIs such as delivery timeliness, customer satisfaction, and repeat intent.
    • Create a closed feedback loop between Product, Customer Experience (CX), and Supply Chain Management (SCM) teams to continuously enhance customer experience.

• Analytics & Insights Leadership

  • Establish a central analytics charter that connects marketing, product, and supply chain data.
  • Build predictive models for demand, delivery lead-times, and defect reduction.
  • Develop self-serve dashboards and KPI frameworks for leadership visibility.
  • Foster a culture of experimentation, data literacy, and evidence-based decision-making across teams.

• Team & Collaboration

  • Lead a cross-functional team of Product Managers, UX Designers, and Data Analysts.
  • Partner closely with Growth, CX, Tech, and SCM leaders to align priorities and deliver measurable outcomes.
  • Run agile sprints with clear business objectives, defined deliverables, and strong governance.

Qualifications

• 8-14 years of experience in Product, Analytics, or Customer Experience (CX) leadership roles within e-commerce, logistics, or consumer technology.
• Proven experience in building and scaling delivery technology or post-purchase systems (order tracking, CRM, 3PL integration).
• Strong proficiency in analytics and visualization tools, such as Google Analytics 4 (GA4), Mixpanel, SQL, Tableau, Looker, etc.
• Strategic thinker with an operational mindset and a strong bias for execution.
• Exceptional stakeholder management, communication, and leadership skills.

Preferred Skills

• Knowledge of digital marketing strategies and customer engagement best practices.
• Familiarity with agile methodologies and project management frameworks.

Experience

• A minimum of 8-14 years of relevant experience in product management, analytics, or consumer experience leadership roles.