Senior Product Manager

Ounass

At Ounass, we re looking for a Senior Product Manager to own, optimize, and elevate the end-to-end post-purchase customer journey, including order fulfillment, tracking, returns, cancellations, and exchanges within a luxury e-commerce experience. This role is critical in driving operational efficiency and enhancing customer satisfaction through data-driven decisions, personalized post-purchase experiences, and continuous innovation.

The role is BASED IN DUBAI - role is onsite hybrid. Remote working is not available for this position.

Key Responsibilities:

• Define and drive the product strategy and roadmap for all post-order touchpoints, ensuring alignment with business goals, stakeholders, and customer expectations.
• Act as the voice of the customer by synthesizing feedback from NPS, surveys, support tickets, and reviews to uncover friction points.
• Leverage data such as contact rate, on-time delivery, return and cancellation reasons/rates, and NPS responses to identify pain points, inform prioritization, and guide experimentation and A/B testing.
• Partner closely with design, engineering, data, logistics, operations and customer service teams to deliver holistic, scalable solutions.
• Balance customer satisfaction with commercial KPIs, including cost per order, contact rate, return/cancellation rates, margin impact, and customer retention.
• Ensure transparent, structured communication across teams with regular updates on progress, insights, and business impact.
• Embrace emerging technologies particularly AI/LLMsto drive efficiencies, personalize post-order experiences, and reduce operational overhead.