Senior Product Manager - Delivery Experience - Freelance

We support an international tech scale-up with strong growth and customer experience challenges.

The role sits at the heart of post-purchase topics, on a critical scope for customer satisfaction and business performance: the delivery experience.

In a high-volume marketplace environment, delivery is a key trust driver. The objective is to make the post-dispatch experience more fluid, transparent, and proactive, while reducing customer support contacts.

Mission

The consultant will join as a senior Product Manager, with full ownership over a strategic scope related to the delivery experience.

Product Strategy & Vision

Define the product vision for the post-purchase experience

Build a roadmap aligned with business and operational challenges

Prioritize high-impact initiatives

Delivery Experience

Improve delivery tracking interfaces (tracking, notifications, real-time information)

Enable users to manage their delivery (rescheduling, options)

Reduce friction and uncertainty on the user side

Data & Performance

Define and monitor key KPIs: contact rate, NPS, on-time delivery rate, fraud

Analyze user journeys and identify friction points

Implement experiments (A/B testing)

Operational Excellence

Anticipate and resolve delivery-related incidents

Improve proactive issue detection systems

Collaborate with technical teams and external partners (carriers, APIs)

Stakeholder Management

Work closely with product, engineering, operations, and care teams

Align stakeholders around the roadmap and priorities

Communicate clearly on impacts and risks

Profile

5+ years of experience in Product Management

Experience with high-volume B2C products (marketplace, e-commerce)

Strong sensitivity to customer experience and post-purchase journeys

Experience with delivery / logistics / tracking / notifications topics is strongly appreciated

Strong data culture (A/B testing, analytics, product KPIs)

Ability to operate in complex and fast-paced environments

Excellent communication and stakeholder management skills

Fluent English required

Key Points

Highly visible role, at the core of the customer experience

Direct impact on business KPIs (NPS, support, indirect conversion)

Scale-up environment with high velocity

Complex, cross-functional, and structuring product topic