Position 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.

Required Skills and Qualifications:

- 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.