Senior Product Manager (Post Purchase & Customer Support)

Responsibilities:

Post-Purchase Strategy & Roadmap

• Define the vision and goals for delivery tracking, returns & refunds, order care, and support flows.
• Balancequick wins (e.g.real-time tracking updates) with strategic bets (e.g. predictive self-service experiences)

Cross-Functional Delivery

• Lead a squad of engineers, designers, data analysts, and operations partners to ship end-to-end features.
•  Partner closely with Logistics and Customer Care to ensure seamless execution and SLA adherence.

Customer Insights & Iteration

• Analyze customer contacts, support logs, and feedback to identify friction points and innovation areas.
• Translate insights into prioritized experiments, A/B tests, pilots, and full launches, to continuously improve CSAT and resolution times.

Support Tools & AI-Assistants

• Shape our roadmap for chatbots, conversational AI, and ticketing systems, focusing on intent flows and escalation logic.
• Familiarity with common support platforms and AI-powered assistants is a plus, but deep vendor-specific expertise isn’t required.

Stakeholder & Vendor Alignment

• Build strong partnerships with Operations, Marketing, and Finance to evangelize post-purchase excellence.
• Coordinate with external partners to explore new technologies and integrations that elevate customer delight.

Requirements:

Domain Experience

• 5+years of owning post-purchase journeys, order management, logistics, or customer support in an e-commerce or marketplace environment.
• Demonstrated success improving delivery clarity, simplifying returns, or boosting support satisfaction

Product & Analytical Rigour

• Strong fundamentals in product thinking and first-principles problem solving.
• Comfortable with analytics (Mixpanel, Looker, SQL), to frame hypotheses, design experiments, and measure impact.

Systems & Customer Obsessed

• A systems thinker who maps complex end-to-end flows and identifies leverage points.
• Truly passionate about customer delight, draws inspiration from support tickets and obsessively hunts down pain points

Leadership & Communication

• Skilled at aligning cross-functional teams, surfacing risks, and driving consensus in fast-paced environments.
• Clear, concise communicator, writes crisp PRDs, articulates strategy, and presents roadmaps effectively

What We Offer :

• Ownership of a mission critical product vertical that shapes every Zalora customer’s post-checkout experience.
• A collaborative, high-energy product & engineering culture across Southeast Asia.
• Career growth opportunities on both IC and people-management tracks.
• Competitive compensation, in-office perks, and learning & development support.

The ZALORA Story

ZALORA is Asia’s Online Fashion Destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia, the Philippines and Hong Kong. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group