AM/ DM Backend Tech
Posted Updated
Description
Role overview
We are looking for an AM/DM to own and enhance the end-to-end post-order
customer journey across our D2C platforms.
This role is responsible for identifying customer pain points,
prioritizing product improvements and delivering a seamless post-order
experience across fulfilment, delivery, returns, exchanges, refunds and
customer support.
The ideal candidate will work closely with Customer Success, Operations,
Logistics and Business teams to translate customer feedback and
operational insights into scalable product solutions that improve
customer satisfaction while reducing support effort.
What You'll Own
- Own the end-to-end post-order customer journey, from order placement
through fulfilment, delivery and post-purchase support.
- Define and manage the product roadmap for improvements across
delivery, returns, exchanges, refunds and order management
- Own the delivery promise (EDD) experience and scale speed
propositions including Same-Day (SDD) and Next-Day (NDD) deliveries.
- Identify, define and prioritize customer experience improvements
based on customer feedback, business impact and data insights.
- Drive omnichannel enablement, including ship-from-store
implementation and expansion for both the Website and Marketplaces.
- Define and track key customer and operational metrics, including EDD
accuracy, delivery SLA, return and cancellation rate, CSAT, NPS,
self-service adoption, refund TAT and operational efficiency.
- Own integrations with downstream systems, including SAP or S/4HANA
for financial posting, SPF claims and reconciliation.
- Own event-driven customer communications across WhatsApp, Email, SMS
and App Notifications throughout the order lifecycle.
Key Responsibilities
- Work cross-functionally with Warehouse, Customer Success, Finance
and Business teams to deliver high-impact solutions.
- Drive product initiatives to improve warehouse and logistics
performance, including Order Processing Time, Order-to-Ship SLA,
Same-Day Dispatch Rate, Exception Rate, and courier partner SLA
adherence.
- Partner with Customer Success to identify recurring customer issues
and convert them into product enhancements.
- Deliver intuitive self-service experiences for cancellations,
returns, exchanges, refunds, order tracking and delivery management
in partnership with Engineering and Customer Success.
- Analyse customer behaviour, support ticket trends and operational
metrics to identify opportunities for automation and process
optimization.
- Drive automation and continuous product improvements that reduce
customer effort and operational dependency.
- Act as the Product SPOC for customer-impacting incidents, ensuring
timely root cause analysis and long-term resolution.
What we are looking for
- 3–5 years of experience in Product Management preferably within D2C,
E-commerce, Retail, Supply-chain or quick commerce domain.
- Strong hands-on exposure to e-commerce and enterprise platforms
including OMS, WMS, TMS, ERP (SAP preferred) and CRM.
- Customer-first product mindset with the ability to identify pain
points, solve complex customer and operational challenges, and
deliver scalable solutions.
- Proven ability to work with and influence cross-functional
stakeholders across Product, Technology, Operations, Logistics,
Customer Success & Finance team.
- Ability to translate ambiguous business challenges into structured
product requirements and scalable solutions.
- Strong analytical and problem-solving skills, with the ability to
leverage data and insights for decision-making, prioritization and
product improvements.
- Prior experience or working knowledge of Unicommerce is preferred.
- Hands-on experience with Delivery from Dark Stores, Ship-from-Store
or Omnichannel fulfilment models is preferred.
- Good understanding of system integrations, APIs and data exchange,
with hands-on experience using Postman and familiarity with JSON and
SOAP
- Prior working experience with SAP S/4HANA, preferably in integration
or retail/e-commerce environments
- Good working knowledge of SQL and databases for data validation,
analysis, troubleshooting, and integration-related activities.
- Excellent stakeholder management, communication, and collaboration
skills, with the ability to drive initiatives across multiple teams.
We are looking for an AM/DM to own and enhance the end-to-end post-order
customer journey across our D2C platforms.
This role is responsible for identifying customer pain points,
prioritizing product improvements and delivering a seamless post-order
experience across fulfilment, delivery, returns, exchanges, refunds and
customer support.
The ideal candidate will work closely with Customer Success, Operations,
Logistics and Business teams to translate customer feedback and
operational insights into scalable product solutions that improve
customer satisfaction while reducing support effort.
What You'll Own
- Own the end-to-end post-order customer journey, from order placement
through fulfilment, delivery and post-purchase support.
- Define and manage the product roadmap for improvements across
delivery, returns, exchanges, refunds and order management
- Own the delivery promise (EDD) experience and scale speed
propositions including Same-Day (SDD) and Next-Day (NDD) deliveries.
- Identify, define and prioritize customer experience improvements
based on customer feedback, business impact and data insights.
- Drive omnichannel enablement, including ship-from-store
implementation and expansion for both the Website and Marketplaces.
- Define and track key customer and operational metrics, including EDD
accuracy, delivery SLA, return and cancellation rate, CSAT, NPS,
self-service adoption, refund TAT and operational efficiency.
- Own integrations with downstream systems, including SAP or S/4HANA
for financial posting, SPF claims and reconciliation.
- Own event-driven customer communications across WhatsApp, Email, SMS
and App Notifications throughout the order lifecycle.
Key Responsibilities
- Work cross-functionally with Warehouse, Customer Success, Finance
and Business teams to deliver high-impact solutions.
- Drive product initiatives to improve warehouse and logistics
performance, including Order Processing Time, Order-to-Ship SLA,
Same-Day Dispatch Rate, Exception Rate, and courier partner SLA
adherence.
- Partner with Customer Success to identify recurring customer issues
and convert them into product enhancements.
- Deliver intuitive self-service experiences for cancellations,
returns, exchanges, refunds, order tracking and delivery management
in partnership with Engineering and Customer Success.
- Analyse customer behaviour, support ticket trends and operational
metrics to identify opportunities for automation and process
optimization.
- Drive automation and continuous product improvements that reduce
customer effort and operational dependency.
- Act as the Product SPOC for customer-impacting incidents, ensuring
timely root cause analysis and long-term resolution.
What we are looking for
- 3–5 years of experience in Product Management preferably within D2C,
E-commerce, Retail, Supply-chain or quick commerce domain.
- Strong hands-on exposure to e-commerce and enterprise platforms
including OMS, WMS, TMS, ERP (SAP preferred) and CRM.
- Customer-first product mindset with the ability to identify pain
points, solve complex customer and operational challenges, and
deliver scalable solutions.
- Proven ability to work with and influence cross-functional
stakeholders across Product, Technology, Operations, Logistics,
Customer Success & Finance team.
- Ability to translate ambiguous business challenges into structured
product requirements and scalable solutions.
- Strong analytical and problem-solving skills, with the ability to
leverage data and insights for decision-making, prioritization and
product improvements.
- Prior experience or working knowledge of Unicommerce is preferred.
- Hands-on experience with Delivery from Dark Stores, Ship-from-Store
or Omnichannel fulfilment models is preferred.
- Good understanding of system integrations, APIs and data exchange,
with hands-on experience using Postman and familiarity with JSON and
SOAP
- Prior working experience with SAP S/4HANA, preferably in integration
or retail/e-commerce environments
- Good working knowledge of SQL and databases for data validation,
analysis, troubleshooting, and integration-related activities.
- Excellent stakeholder management, communication, and collaboration
skills, with the ability to drive initiatives across multiple teams.