Product Manager - Customer Experience - eCommerce

Description :

- This role is responsible for driving the customer experience (CX) roadmap across multiple channels including mobile app, mobile web, desktop and call centers. She/He will partner with Operations and Marketing teams to formulate the CX roadmap and partner with UX, Technology and Data teams to implement the roadmap.

Responsibilities :

- Define a world-class experience for the customers that bridges online and mobile channels including messaging channels such as whatsapp, etc.

- Partner with UX research and design teams on user research and testing exercises . Coordinate and engage with multiple teams from a variety of functions including tech, product, design and operations teams to prioritize and launch new features or enhancements.

- Define, measure and monitor key metrics and use the same to drive the customer experience Roadmap.

Qualifications :

- Proven track record of customer obsession and innovation in high-growth companies from eCommerce/fintech/gaming domains

- Demonstrated ability to think both strategically and tactically including the ability to formulate data-driven and result-oriented decisions.

- Ability to prioritize in an ambiguous environment.

- Experience of product management/consulting/marketing highly preferred