Senior Product Manager – Returns

Location: Dubai, United Arab Emirates

About noon

noon, the region's leading consumer commerce platform. On December 12th, 2017, noon launched its consumer platform in Saudi Arabia and the UAE, expanding to Egypt in February 2019. The noon ecosystem of services now includes marketplaces for food delivery, quick-commerce, fintech, and fashion. noon is a work in progress; we’re six years in, but only 5% done.

noon’s mission: every door, everyday.

About the Role

The Aftersales team at noon is the safety net for our customers. We own the experience from the moment an order is delivered onwards. In this role, you will hold end-to-end ownership of the Returns Product Line.

Returns are the "moment of truth" in e-commerce. When a customer is disappointed or frustrated, our product needs to respond with empathy, speed, and clarity. You will be responsible for the entire lifecycle of a return: from the User Interface where a customer initiates a request, to the "Decision Engine" that determines the logic of the return, through to the final resolution and financial settlement.

You won’t just be building features. You will be building a platform that balances deep customer empathy with critical business efficiency. You will design the systems that ensure trust is maintained even when a return doesn’t go exactly as expected, while simultaneously managing the cost implications of reverse logistics.

Key Responsibilities

• Own the Consumer Returns Experience: Design intuitive, empathetic user journeys on App and Web that guide customers through the returns process. Your goal is to reduce anxiety and provide transparency.
• Build the "Decision Engine" Platform: Architect a flexible, scalable backend platform that houses the logic for returns. This includes defining refund eligibility, automating approval workflows, and determining the optimal disposition of an item (restock, liquidate, return to seller) based on data.
• Define Physical Check Logic: While you won't build the warehouse software itself, you will own the logic that drives it. You will define what questions operational agents ask, what evidence they must collect, and how they validate item conditions to ensure fair outcomes.
• Seller Accountability & Disputes: Create systems that hold sellers accountable for defective inventory while providing them a fair mechanism to dispute unjustified returns.
• Strategic Roadmap & Execution: Define the long-term vision for Returns at noon. Translate business goals into a prioritized roadmap and lead a squad of engineers to execute via agile methodologies.
• Data-Driven Optimization: relentlessly monitor return rates, refund speeds, and operational costs. Use this data to identify friction points and build solutions that save millions while improving customer satisfaction.

What We’re Looking For

• 5+ Years of Product Management Experience: Proven track record of managing complex products end-to-end, preferably in e-commerce, logistics, or fintech.
• Empathy-Led Design Thinking: You can put yourself in the shoes of a frustrated customer and build flows that de-escalate and delight. You understand that "system logic" ultimately impacts human emotions.
• System & Platform Thinking: You don't just solve immediate problems; you build scalable engines. You are comfortable defining logic trees, backend rules, and platform capabilities that can adapt to changing business needs.
• Analytical Rigor: You are comfortable digging into data to validate ideas. You understand the financial levers of a P&L and can make trade-offs between customer experience and operational efficiency.
• Leadership & Collaboration: Experience mentoring junior PMs or leading small squads. You are a clear communicator who can align diverse stakeholders; from Engineering and Design to Operations and Commercial teams.