Product Owner II – Post-Sale

Role Overview

• Backlog Management: Organize and prioritize the post-sale backlog based on service data, complaint volume, NPS and operational cost, ensuring that deliveries address real customer problems and the company’s business objectives;
• Collaboration with the Development Team: Lead agile rituals (planning, refinement, review), detail user stories with clear acceptance criteria and make operational decisions during sprints, always balancing delivery speed with solution quality;
• Reduction of Post-Purchase Friction: Map the customer journey after order placement, identify the main reasons customers contact Customer Service and build self-service solutions that resolve issues before the customer needs to contact an agent;
• Evolution of the “My Purchase” module: Ensure the order-tracking module is accurate, proactive and easy to use, with real-time tracking information, clear status communication and intuitive flows for cancellations, exchanges and returns;
• Definition and Monitoring of Metrics: Track key indicators such as CSAT, post-delivery NPS, recontact rate, Average Handling Time (AHT), first contact resolution rate, volume of contacts by reason and cost per contact. Use these data to identify opportunities and measure the impact of deliveries;
• Stakeholder Relationship: Maintain constant alignment with Logistics, Customer Service (SAC), CRM, Technology and UX, collecting inputs, aligning priorities and ensuring that the solutions built work end to end in the operation;

Requirements

• Bachelor's degree in Business Administration, Marketing, Information Technology, Engineering or related fields;
• Desired: Postgraduate qualification or specialization in Product Management, UX, Customer Experience or digital business areas;
• Previous experience managing products that involve high operational complexity, multiple backend systems and a large volume of customer interactions is considered a plus;
• Strong ability to interpret post-sale KPIs (CSAT, NPS, AHT, first contact resolution rate, recontact rate, volume of contacts by reason). Plus: experience with Power BI, Google Analytics 4, Data Studio or analytical CRM tools;
• Proficiency in defining roadmaps and prioritizing the backlog with a focus on reducing post-purchase friction. Familiarity with frameworks such as RICE, MoSCoW and Jobs to be Done applied to customer service products;
• Understanding of integrations between OMS (Order Management System), ERP, CRM, contact center platforms (Zendesk, Salesforce Service Cloud, similar) and digital channels. Ability to discuss APIs, webhooks and order/service data architecture with technical teams;
• Knowledge of exchange, return and cancellation flows, order tracking, proactive communication (email, push, SMS) and building self-service channels (chatbot, FAQ, help center);
• Broad view of the post-purchase funnel: from order confirmation to problem resolution — including reverse logistics, customer service and loyalty initiatives;
• Differentiator: experience with VTEX, SAP OMS, omnichannel contact center platforms and support automation tools.

Tech Stack

• Cloud
• ERP

Benefits

• Health and Dental insurance (employee and dependents);
• Dr. C&A – Telemedicine and Teletherapy;
• Annual bonus;
• Parking or Transportation Voucher (work location: Alphaville – Barueri/SP);
• Birthday Off: one paid day off during your birthday month;
• Flexible working hours;
• On-site cafeteria;
• Meal benefit (VA and/or VR);
• Gympass;
• Semiannual vacation;
• Discount on purchases at C&A stores and e-commerce.