Our team works on a wide range of post-purchase experiences, including order tracking, delivery communication, returns, refunds, issue resolution, and customer support automation. We leverage AI, machine learning, and self-service capabilities to reduce friction and proactively address customer concerns. By continuously optimizing these touchpoints, we aim to enhance customer satisfaction while driving operational efficiencies.

The role is within the Customer Experience (CX) product team at Flipkart. The CX Product team is at the forefront of enhancing post-purchase journeys for millions of e-commerce customers across India. Our mission is to create a seamless, intuitive, and hassle-free experience from the moment an order is placed. We focus on solving customer pain points through technology, automation, and data-driven insights, ensuring that every interaction is smooth and efficient.

Our team works on a wide range of post-purchase experiences, including order tracking, delivery communication, returns, refunds, issue resolution, and customer support automation. We leverage AI, machine learning, and self-service capabilities to reduce friction and proactively address customer concerns. By continuously optimizing these touchpoints, we aim to enhance customer satisfaction while driving operational efficiencies.

• Developing and owning a product charter & associated roadmaps, competitive analysis, market and domain research, and Go-to-Market (GTM) strategies to drive substantial business impact and enhance customer satisfaction
• Be the voice of the customer and conduct extensive user studies to understand customer needs and identify current gaps in the system.
• Assist in defining a product vision and strategy. Narrate & extensively document the product requirements and bring the projects to successful completion.
• Work with exceptional engineers to build high-quality products that cater to various need states of the end user
• Collaborate with partner teams, business teams, and other cross-functional stakeholders effectively in driving the projects and be the point of contact on the team
• Taking ownership of end-to-end key product metrics throughout the product life cycle, ensuring continuous improvement and alignment with business objectives.

• Excellent user empathy, user research skills
• Good communication skills – storytelling, stakeholder management, cross-functional collaboration
• Good Analytical skills and problem-solving – able to break complex problems into smaller ones and then solve them
• Very Agile and nimble – able to quickly turn things around, find low-hanging fruits and quick wins while not losing focus on long-term bets
• Ready to roll up sleeves to spend time designing UI, analyzing data, setting up quality processes and guardrails, jumping into the business analysis as required
• Strong product thinking – able to transform market gaps and user needs to product features and capabilities
• Good leadership skills