Product
Product Manager — Post Order
Bangalore2–4 yrs experienceFull-time
Reviewing applications on a rolling basis · First-round responses within 5 working days
Apply for this role→
Application takes ~2 minutes.
About the role
You own the post-order experience for kiranas. You're not running a call centre — you're building the systems, processes, and feedback loops that make customer support a competitive advantage. You track where orders break, why kiranas complain, and translate that into process fixes and product inputs. You work closely with the fulfillment and product teams to close the loop between what goes wrong on the ground and what gets fixed in the product.
What you'll do
- Own the post-order experience for kiranas end-to-end
- Build SLAs, escalation flows, resolution frameworks, and CSAT tracking
- Track where orders break and why kiranas complain — turn patterns into action
- Translate ground-level customer pain into crisp product briefs
- Work closely with the fulfillment and product teams to close the loop
What we're looking for
- 2–4 years in program management, ops, or customer experience at a consumer internet startup
- Has built or significantly improved a support function — not just managed tickets
- Thinks in systems — SLAs, escalation flows, resolution frameworks, CSAT
- Uses data to identify patterns in complaints before they become crises
- Strong communicator — can translate ground-level customer pain into crisp product briefs
- AI-native — uses tools to automate, track, and improve support workflows
- High agency, low ego
Ready to apply?
Application takes ~2 minutes.
Apply for this role→Questions about the role? careers@kirana.club