Director of Product

# 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. ##