product manager: customer experience

We’re looking for a Product Manager to lead critical customer-facing touchpoints that build trust, satisfaction, and a seamless post-order experience. These areas may sit outside the direct conversion funnel, but they play a vital role in brand perception, customer retention, and overall happiness.

You’ll own and evolve the product strategy for key areas such as:

• Promised Delivery Times & Order Tracking

• Help Center & Customer Support Flows

• User Reviews & Ratings

• Social Proof Elements

• Content & Messaging that drive confidence and transparency

Finally, you’ll collaborate closely with design, engineering, data, operations, and customer support teams to shape a more human, helpful, and trustworthy experience for every customer,ensuring our platform continues to delight long after checkout.

What you’ll be doing:

• Define and drive the product vision and roadmap for customer experience touchpoints beyond the checkout funnel

• Lead discovery to deeply understand user needs, pain points, and expectations

• Collaborate with Customer Support, Logistics, Operations, and Marketing teams to align initiatives and identify improvement opportunities

• Design and ship features that improve:

  • User trust in promised delivery times

  • Self-service resolution via help centers

  • Value and credibility via user-generated content (ratings, reviews, social proof)

  • Confidence through contextual and timely content

• Use data and experimentation to guide decisions and measure success

• Ensure your domain supports long-term user retention and platform trust

What you need to be successful

• 3–5 years of product management experience (preferably in B2C or marketplace apps)

• Proven track record of building customer-facing products that improve experience and retention

• Strong product discovery skills and user empathy

• Data-informed but not data-blind—you balance qualitative and quantitative insights

• Excellent collaboration and communication skills across cross-functional teams

• Comfort working in fast-paced, iterative environments

Nice to Have:

• Experience with food delivery, marketplaces, or logistics-heavy platforms

• Familiarity with content strategy or customer support productsExperience improving NPS, CSAT, or related customer satisfaction metrics