Director of Product

4 hours ago

Mumbai Metropolitan Region, IN The Sleep Company Full time

Role Overview

At The Sleep Company, innovation doesn’t stop at comfort — it extends to how customers discover, buy, and experience our products across every touchpoint.

As Director – Product, you will lead the complete consumer journey — from discovery to post-delivery — building frictionless, insight-led experiences that drive growth, efficiency, and customer delight.

You’ll head a multidisciplinary team spanning Product Management, UI/UX, and Analytics, acting as the strategic bridge between business, technology, and operations to deliver end-to-end impact across the ecosystem.


Key Responsibilities

1. Pre-Purchase (Discovery, Engagement & Consideration)

  • Lead the digital product roadmap for website and app — including PLP, PDP, configurators, and lead journeys.
  • Drive experimentation frameworks such as A/B testing, personalization, and funnel optimization.
  • Build analytics models to identify high-intent user segments and optimize engagement and conversion depth.

2. Purchase (Conversion & Checkout)

  • Own the end-to-end conversion experience across cart, checkout, and payment flows.
  • Collaborate with Pricing, Payments, and Inventory teams to maximize order success and reduce drop-offs.
  • Integrate omnichannel purchase journeys — online, in-store, and quick commerce — ensuring consistency and reliability.
  • Govern pricing logic, delivery promise visibility, and PDP accuracy to strengthen customer trust.

3. Post-Purchase (Delivery, CRM & Logistics Experience)

  • Delivery Experience:
  • Build and optimize post-purchase flows — including order tracking, shipment visibility, and proactive notifications.
  • Integrate with 3PLs, warehouse systems, and customer-facing delivery tracking tools for promise-to-delivery accuracy.
  • Define and monitor SLA adherence, OTIF performance, and exception management systems.
  • CRM & Service Systems:
  • Partner with Leadsquared/CRM teams to enhance service workflows, escalation journeys, and ticket analytics.
  • Enable a unified customer view across purchase, delivery, and service touchpoints.
  • Leverage analytics to improve NPS, first-time resolution, and service turnaround.
  • Returns, Replacement & Warranty:
  • Streamline digital flows for returns, repairs, and warranty claims through robust reverse logistics.
  • Build insight dashboards for product quality, defect tracking, and RCA feedback loops with manufacturing and operations.
  • Experience Analytics:
  • Develop real-time visibility on post-purchase KPIs such as delivery timeliness, customer satisfaction, and repeat intent.
  • Create a closed feedback loop between Product, CX, and SCM teams to continuously enhance customer experience.

Analytics & Insights Leadership

  • Establish a central analytics charter connecting marketing, product, and supply chain data.
  • Build predictive models for demand, delivery lead-time, and defect reduction.
  • Develop self-serve dashboards and KPI frameworks for leadership visibility.
  • Drive a culture of experimentation, data literacy, and evidence-based decision-making across teams.

Team & Collaboration

  • Lead a cross-functional team of Product Managers, UX Designers, and Data Analysts.
  • Partner closely with Growth, CX, Tech, and SCM leaders to align priorities and deliver measurable outcomes.
  • Run agile sprints with clear business objectives, defined deliverables, and strong governance.


Ideal Candidate

  • 10–14 years of experience in Product, Analytics, or CX leadership roles within e-commerce, logistics, or consumer tech.
  • Proven experience in building and scaling delivery-tech or post-purchase systems (order tracking, CRM, 3PL integration).
  • Strong proficiency in analytics and visualization tools — GA4, Mixpanel, SQL, Tableau, Looker, etc.
  • Strategic thinker with an operational mindset and a strong bias for execution.
  • Exceptional stakeholder management, communication, and leadership skills.

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