Job Summary
We are seeking an experienced Retail After Sales Sr. Product Owner to lead the end-to-end digitization of After Sales operations, leveraging Salesforce as the core system. In this role, you will oversee key functions, including Service Center Operations, Warranty & Claims, Returns & Refunds, Spares & Parts Management, Field Service Operations, and Customer Experience. You will be responsible for defining the product vision, roadmap, and requirements for After Sales solutions, ensuring seamless integration across retail, e-commerce, logistics, customer support, and spare parts inventory. Your focus will be on transformation, automation, efficiency optimization, and enhancing customer satisfaction.
Key Responsibilities
1. Product Strategy & Roadmap
• Define and own the product roadmap for After Sales solutions on Salesforce and connected systems.
• Drive scalable, integrated digital solutions aligned with business and IT goals.
• Prioritize initiatives based on value, impact, and feasibility.
2. Platform Optimization & Service Enablement
• Improve service center, Call Center, field technician, warranty, and returns workflows via Salesforce FSM or relevant tool and automation.
• Implement self-service tools, AI case handling, and mobile solutions to boost efficiency and experience.
3. Spares, Inventory & Data Integration
• Oversee digital spare parts lifecycle with ERP/Salesforce integration.
• Automate ordering, fulfillment, and forecasting.
• Use data insights to improve inventory accuracy and service readiness.
4. Customer Experience & Insights
• Deliver seamless support through portals, chatbots, and automation.
• Track CSAT, SLA, and performance via dashboards.
• Apply analytics to improve service quality and responsiveness.
5. Collaboration & Requirements Delivery
• Align with IT, Ops, and Business teams on product vision and execution.
• Lead requirements gathering and maintain documentation.
• Coordinate agile delivery, system enhancements, and ongoing collaboration with business stakeholders to ensure solution alignment.
Qualifications
• Bachelor’s degree in IT, Business or related field. MBA or relevant advanced degree is a plus.
• 8+ years of experience in product management / Business Analysis within retail/e-commerce, with a focus on after-sales services.
• Proven experience managing After Sales, Customer Feedback systems, and Call Centre operations.
• Demonstrated success in leading and managing teams.
• Strong understanding of omnichannel - retail and e-commerce customer journeys.
• Proficiency in using business applications like Salesforce, SAP, Freshworks, etc.
• Excellent leadership, communication, and stakeholder management skills.
• Strong problem-solving abilities and a customer-first