Product Manager - Shop Fulfillment Pod
Company : Poptech Growth Pvt Ltd
Location: Bengaluru
Experience: 1–3 Years
Employment Type: Full-time | Work from Office
ABOUT POP
We’re POP, a new-age fintech company making payments fun, rewarding, and worth it. With POP UPI, you earn POPcoins on every payment - real rewards redeemable across 500+ brands on POPshop, our curated D2C marketplace spanning fashion, beauty, food, and electronics. Founded in Bengaluru in 2023, backed by Razorpay and partnered with YES Bank, we’re building India’s most rewarding payment experience.
The core loop we're building: Pay on POP → Earn POPcoins → Redeem on Shop → Come back. That last step - coming back – depends entirely on whether the order that closed the loop was worth trusting. Post-order is where that trust is built or lost. That's what this role owns.
WHY THIS ROLE MATTERS
Every other team at POP is working to get a user to place an order. This role determines whether that order makes them stay. Most commerce apps stop caring the moment a purchase is confirmed. POP can't afford to. Every purchase on POP is an emotional bet - a user found something they liked, spent coins they earned and trusted POP's promise. How that order is fulfilled, tracked and resolved if something goes wrong determines whether they come back. That is not a customer service problem. It is a product problem.
This role owns the full post-order surface: fulfilment reliability, delivery tracking, returns and exchange, refund visibility, and order communication. It also owns something newer and harder -- using AI to make post-order proactive rather than reactive. Getting post-order right is the compounding engine underneath every other bet POP is making on commerce.
WHAT YOU'LL OWN
Fulfilment Reliability
An order placed on POP should arrive within the committed window. That requires working across the seller and 3PL stack to close the gaps between what's promised at checkout and what's executed in the warehouse and last-mile. You'll own the product layer: SLA visibility, dispatch tracking, exception handling for delayed or stuck orders, and proactive user communication when something slips - before the user has to ask.
Returns and Exchange
Refund status should be self-serve and real-time. You'll build the visibility layer and work on the settlement pipeline to ensure TAT is reliable and communicated accurately at the point of return initiation
Seller Panel and Warehouse Management Integrations
A post-order experience is only as reliable as the seller and warehouse stack behind it. You'll build the Warehouse middleware layer that makes brand onboarding a single-day motion, and the seller panel that gives brand partners real-time visibility into their orders, inventory, and fulfillment exceptions on POP.
Post-Order Feedback
Structured feedback capture at delivery and post-resolution -- so that the pod has a reliable signal on where the experience is failing, distinct from issue volume. You'll build this measurement foundation from scratch
PROBLEMS YOU'LL SOLVE
A user's order is delayed. They haven't been told. What do you do?
Proactive communication is a product problem, not an ops one. The capability to detect a delay, identify the impacted user, and push an honest update before they raise a ticket does not exist today. You'll build it. The measure of success is not how fast POP responds to complaints. It's whether the user ever had to complain
A user wants to return a fashion order. How do you make that effortless?
Today it isn't. Return eligibility is not surfaced at the point of purchase. Initiation requires too many steps. Pickup timelines are vague. Refund credit appears without context. Every one of these is a fixable product problem with a direct line to repeat purchase rate. You'll fix them -- and figure out whether exchange converts a sizing miss into a reorder at POP's current fashion scale.
A serviceable order is being marked undeliverable. What's actually broken?
Demand is being lost that could have been fulfilled. The root causes span address parsing, last-mile partner logic, and how serviceability checks are run at checkout versus at dispatch. You'll diagnose the gap, work across the ops and tech stack, and build the product layer that closes it.
How do you know which post-order problems are worth solving first?
Not all order issues are equal. Some are preventable -- driven by product or process gaps. Some are inherent to the category. Some are concentrated in specific seller or logistics partners. Getting this diagnostic right determines whether your product investments move the metric or just shift where the friction appears. You'll own that framework and build from it.
A user had a bad post-order experience. How does POP know?
Right now, mostly it doesn't -- unless the user raises a ticket. Structured post-order feedback at delivery and post-resolution is not in place. You'll build the capture layer that gives the pod a reliable signal on where the experience is failing -- separate from issue volume, separate from support contact rate.
WHAT WE'RE LOOKING FOR
- You think about prevention before resolution. Something that wasn't on the roadmap when you joined, that you identified, argued for, built, and proved out. Bonus if it didn't work the first time and you figured out why.
- You're curious about AI-native operations. You don't need to have shipped an exception detection model. But you should have a grounded point of view on where proactive, automated post-order resolution is heading and what's actually worth building today versus what's still a demo
- You're a diagnostician before you're a builder. The worst version of this role builds features at symptoms. The right version finds the root causes driving the majority of order issues and builds there first
- You've worked on returns and exchange mechanics specifically, at a catalogue scale where category-level patterns matter - fashion versus electronics versus beauty and you've built flows differentiated by category, not one-size-fits-all
- 1-3 years of PM experience, with meaningful time on consumer commerce, marketplace operations, or post-transaction surfaces.