Sr. Product Owner - After sales & Customer Service

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