Senior Product Operations Manager, Narvar
Post Delivery Experiences
Post-purchase software for online retail
Be an early applicant
Post-purchase software for online retail
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help retailers treat customers the way they’ve always wanted to—but didn’t know how.
Role
Who you are
- BS/MS in computer science, information systems, or equivalent
- 10+ years of Product Management experience, preferably in a B2B2C or B2C SaaS environment
- Demonstrated success in owning and delivering engaging consumer-facing digital products or features
- Strong experience with user-centered design principles, UX/UI best practices, and conducting user research and A/B tests
- Experience with products that have API components is a plus
- Highly data-driven; comfortable defining metrics, analyzing consumer behavioral data, and using insights to guide decisions
- Exposure to AI/ML concepts is a plus
- Strong technical background or aptitude; skilled in collaborating closely with engineering and design teams on complex technical and user experience challenges
- Experience in e-commerce, retail technology, or post-purchase solutions with a consumer focus is highly desirable
- Excellent strategic thinking, communication, and stakeholder management abilities
What the job involves
- We are seeking a Senior Product Manager to take strategic ownership of the Post Delivery Consumer Experiences within our post-purchase SaaS platform
- As a B2B2C solutions provider, Post Delivery Experiences at Narvar encompass retailer and consumer interactions related to delivery claims, returns, refunds, exchanges, warranty, and more
- This role is foundational to ensuring consumers have a seamless, intuitive, and engaging journey after they click "buy," focusing specifically on consumer-facing interactions like returns initiation and understanding consumer behavior to drive improvements
- The goal is to build highly engaging, scalable, and intelligent consumer-facing features that enhance satisfaction and loyalty
- Define and drive the product vision, strategy, and roadmap for post-delivery consumer experiences, aligning with overall business objectives
- Deeply understand consumer needs and pain points related to post-purchase interactions through user research, data analysis, and A/B testing
- Translate business and user needs into detailed product requirements, epics, user stories, and specifications, focusing on user experience and desired outcomes
- Own and prioritize the product backlog for consumer-facing post-delivery features, working closely with dedicated Engineering, Design, and potentially Data Science teams through the development lifecycle
- Lead the ideation, development, and iteration of consumer-facing features for post-delivery experiences
- Analyze consumer behavior analytics to identify trends, friction points, and opportunities for optimization in the consumer journey
- Consider the API implications of consumer-facing features to ensure they can be leveraged by our retailers' own digital properties where appropriate
- Define requirements for, and analyze data from, reporting and analytics related to consumer engagement, feature adoption, and satisfaction with post-delivery experiences
- Champion the exploration and integration of applied intelligence (AI/ML) to personalize or optimize consumer post-delivery journeys
- Collaborate effectively with go-to-market teams (Sales, Marketing, Customer Success) and other Product Managers to ensure successful feature launches, cohesive end-to-end experiences, and leverage market feedback
- Serve as a leading subject matter expert for consumer post-delivery experiences
- Consumer Post-Delivery Experiences: Designing and optimizing intuitive, seamless, and engaging digital experiences for consumers initiating and tracking delivery claims, returns, refunds, exchanges, repairs and more
- Consumer Behavior Analytics & Insights: Defining and analyzing metrics related to consumer interaction with post-delivery experiences to identify pain points, opportunities, and drive data-informed product decisions
- Omni-Channel Consumer Communications: Developing and refining strategies for how consumers engage with retailers regarding their post-delivery journey across various channels, ensuring clarity and consistency
- What success might look like in the first 6-12 months:
- Launched a few key improvements to the consumer returns experience that demonstrably improves consumer satisfaction or reduces friction
- Established a framework for continuously analyzing and deriving insights from consumer behavior data within the post-delivery journey
- Developed a clear roadmap for consumer experience enhancements based on data, user research, and business objectives
- Become the go-to person for understanding consumer needs and advocating for their experience in the post-delivery domain
Our take
The process that retailers go through to deliver products to customers is becoming increasingly complicated due to convoluted shipping networks and a global customer base. This means customer experience suffers as retailers must offer an overwhelming range of delivery options. Narvar aims to improve this situation with an integrated delivery and returns platform for retailers, providing analytics on client data to the retailer and optimises shipping channels for customers.
Narvar is a market leader in this sector, active in almost every country and territory worldwide and having made more than 2 billion shipments since its founding in 2012. Its post-purchase customer experience platform is used by over 1200 companies including household name retailers such as Sephora, GAP and Levis, among many others.
Narvar has secured many strategic partnerships such as linking up with Rise.ai, a leading gift card and store credit platform. This allows stores to simplify returns by enabling merchants to issue Rise's store credit as part of the returns process. While Narvar is currently focused on retailers providing shipping solutions for their customers, the company plans to expand to offer a B2B product in the near future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2018
$30m
SERIES C
Jun 2016
$22m
SERIES B
Total funding: $64m
Company benefits
- Mentorship programme
- Parental leave
- Flexible time off
- Work from home opportunities
- Health insurance
Company HQ
Downtown, San Mateo, CA
Leadership
Amit Sharma
(CEO)Amit is a hands-on executive with expertise in multi-channel retail and supply chain operations. They have over 18 years of industry experience and their thought leadership in shipping and delivery is still reverberating through the halls of Apple and Walmar.
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