Senior Product Manager, Post-Purchase,… at LateShipment.c… · Chennai

• Brands pour billions into getting someone to click Buy, then hand the most emotional part of the journey (tracking, delivery, returns, recovery) to static workflows nobody optimizes. Every delivery promise, carrier choice, exchange offer, and refund claim is a decision a human makes badly, or not at all. Dollars and loyalty leak out, order after order.
• We spent a decade selling tools to fix this and watched brands struggle to use them. Tools just hand the decisions back. So were building the opposite: an AI-native engine that removes the decisions entirely. Switch it on once, and it sets the policy, automates it, and iterates it. Post-purchase, on autopilot.
• We have the receipts: 100M+ packages tracked, 1,200+ carrier integrations, a decade of proprietary data, brands like Princess Polly, Lindt and MNML, and a profitable base rebuilt after an 80% carrier shock. Agentic AI just made the vision buildable. Were hiring a Senior PM to help ship it.

What youd own
• Major surfaces of the autonomous engine, across post-purchase:
• Delivery promise & carrier choice: ship method and promise date set per order.
• Returns & exchanges: options per customer, risky returns screened, refunds nudged to exchanges.
• Issue response: apology, coupon, or a live agent, decided case by case.
• Reviews, referrals & offers: who gets asked what, on every tracking page.
• Carrier dollars: refund recovery, working purely for the merchant.
• The core problem isnt building another dashboard that waits for a human. Its defining how the engine decides and acts on its own, and making merchants trust it enough to take their hands off the wheel. Youll also help drive the roadmap: converting the install base from tools to the engine, moving upmarket, and sequencing what gets automated next.

Where the lines are drawn
• You’re partnered with a Technical PM who owns the deep-technical layer (carrier APIs, refund-eligibility rules, audit logic, pipelines). That’s not your scope. You own the “what and why”: what the engine should decide and toward what outcome, how autonomy earns trust, and what “good” looks like in the numbers. They own the “how.”

You’ll thrive here if you
• Have 3+ years in product, owning something end to end. We weight judgment and an AI-native outlook over tenure: this is a new problem with no veterans, and fresh thinking beats entrenched “dashboard and workflow” instincts.
• Think in decisions, states, and metrics moved, and are happy a partner owns the technical internals so you can own strategy.
• Have a feel for autonomy and trust as a product problem. Exposure to AI/agentic products or decisioning systems is a plus.
• Know B2B SaaS for e-commerce, retail, or 3PLs, and design for both the merchant and their anxious shopper.
• Communicate crisply enough to align founders, engineering, CX, and a skeptical enterprise buyer on one roadmap.
• Measure yourself in outcomes: WISMO tickets gone (we’ve hit 30%+), returns hours reclaimed (95%), shipping spend recovered (up to 20%).
• Bonus: you’ve shipped an agentic product and lived the “how do we make people trust it” journey; exposure to logistics, shipping, or fulfillment; you’ve personally rage-refreshed a tracking page and thought someone should just run this for me.

Why it’s worth it
• A category-defining bet at the moment it became buildable, on a decade-deep data moat and a profitable base, not a runway-and-a-prayer. An entire layer of commerce that every shopper feels and almost no one runs well, with a technical partner handling the plumbing so your days go to decisions that move the business.
• Switch it on once. It performs forever. Come help build the thing that does.