Director of Product

Role OverviewAt 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 Responsibilities1. 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 LeadershipEstablish 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 & CollaborationLead 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 Candidate10–14 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.