Principal Product Manager, Post Delivery Retailer Experiences

Location: Canada (Remote, CT/ET Time Zones)

Team: Post Delivery Experiences

Narvar is growing! We are seeking a Principal Product Manager to take strategic ownership of our Post Delivery Retailer Experiences within our post-purchase SaaS platform. As a B2B2C solutions provider, Post Delivery Experiences at Narvar encompass retailer and consumer interactions related to delivery claims, returns, refunds, exchanges, warranty, and more. This role is pivotal in empowering our retailer clients to configure sophisticated business rules and consumer journey touchpoints that define these critical post-purchase interactions.

You will be responsible for the product vision, strategy, and execution of retailer-facing configuration tools, applied intelligence features, and reporting capabilities that enable our clients to optimize their post-delivery operations and enhance their customers' experiences. This is a high-impact role requiring you to operate in areas of high ambiguity, drive significant value propositions, and provide cross-product thought leadership.

Day-to-day

• Define and drive the product vision, strategy, and roadmap for retailer-facing post-delivery experience configurations, aligning with overall business objectives and Narvar's growth strategy
• Lead the ideation, development, and launch of innovative solutions for business rule configuration, consumer experience journey mapping (from the retailer's setup perspective), applied intelligence, and actionable reporting dashboards
• Deeply understand retailer needs for configuring complex rules and workflows across the spectrum of post-delivery scenarios (returns, claims, exchanges, warranty, etc.)
• Translate complex business and user needs into detailed product requirements, epics, user stories, and specifications, with a focus on scalability, configurability, and cross-platform consistency
• Own and prioritize the product backlog for your areas, working closely with dedicated Engineering, Design, and potentially Data Science teams through the development lifecycle
• Champion the exploration and integration of applied intelligence (AI/ML) to optimize retailer configurations, predict issues, and suggest improvements in post-delivery operations
• Own and advance our headless/API strategy for retailer configurations, ensuring robust and flexible integration options
• Collaborate effectively with go-to-market teams (Sales, Marketing, Customer Success) and other Product Managers to ensure successful feature launches, cohesive end-to-end experiences, and leverage market feedback
• Propose and present well-informed ideas and strategies to the executive team to drive business priorities within the post-delivery domain
• Act as a subject matter expert and thought leader for retailer post-delivery experience management, both internally and externally
• Mentor and guide other product managers, demonstrating leadership by example and fostering a culture of innovation and excellence

Key Focus Areas

• Retailer Configuration Strategy: Defining and evolving the platform capabilities for retailers to configure all aspects of post-delivery experiences (claims, returns, exchanges, etc.), including complex business rules and consumer journey touchpoints
• Applied Intelligence & Optimization: Leading the vision and integration of AI/ML to optimize post-delivery processes for retailers, such as intelligent routing, fraud detection, or proactive issue resolution suggestions
• Post-Delivery Analytics & Insights: Spearheading the development of advanced reporting and analytics tools that provide retailers actionable insights into their post-delivery performance and customer experiences
• Cross-Platform Cohesion & Scalability: Ensuring that retailer-facing post-delivery configurations and experiences are seamlessly integrated, scalable across Narvar's platform, and align with broader company objectives, managing investments that scale

What we're looking for

• BS/MS in computer science, information systems, or equivalent
• 15+ years of Product Management experience, preferably in a B2B or B2B2C SaaS environment, with significant experience in the post-purchase domain
• Broad expertise and unique knowledge in building and scaling platform configuration tools, rule engines, or sophisticated workflow management systems
• Demonstrated success in owning and delivering complex, high-impact platform features from concept to launch, addressing significant and unique issues
• Proven experience defining and managing API-first or headless products
• Highly data-driven; comfortable defining metrics, analyzing complex data, and using insights to guide strategic decisions; exposure to AI/ML concepts is essential
• Strong technical background or aptitude; skilled in collaborating closely with engineering teams on complex technical challenges and architectural decisions
• Deep understanding of a SaaS company's growth strategy and experience contributing to future planning
• Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results, often in high-pressure situations
• Ability to discern the impact and consequences of decisions and act independently to define objectives and determine methods
• Exceptional strategic thinking, communication, presentation, and stakeholder management abilities, with experience presenting to executive teams
• Proven ability to effectively mentor/manage other product managers

What success might look like in the first 6-12 months:

• Successfully launched a significant new retailer configuration capability that addresses a key market need in the post-delivery space
• Developed and gained buy-in for a 12-18 month strategic roadmap for applied intelligence within retailer post-delivery experiences
• Established yourself as a key thought leader and go-to expert for retailer post-delivery experiences within Narvar
• Measurably improved key retailer outcomes (e.g., efficiency in managing returns, reduction in exposure to fraudulent behaviors) through your product initiatives

Why Narvar? We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform! From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages. Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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