Senior Product Operations Manager, Post Delivery Experiences

Location: Canada (Remote, CT/ET Time Zones)

Team: Post Delivery Experiences

Narvar is growing! 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.

Day-to-day

• 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

Key Focus Areas

• 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 we're looking for

• 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 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

Why Narvar? We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform! From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages. Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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