THE ROLE

Lawyered's promise to every customer is real-time legal assistance on the road, 24x7, across virtually every pin code in India, with a resolution rate that sets a benchmark for the industry. Keeping that promise as we scale from our current base to crores of users requires an operations-obsessed product leader who makes the engine run without breaking.

We are looking for a Product Manager who will manage the delivery infrastructure across LOTS247 and ChallanPay, from lawyer dispatch and incident response to challan tracking, RTO coordination, and partner service fulfilment. This is not a back-office role. It is a strategic function that directly determines whether Lawyered can scale without degrading the experience that made us India's most trusted on-road legal platform.

KEY RESPONSIBILITIES

End-to-End Service Delivery

- Manage the complete operational stack that enables service delivery from the moment a LOTS247 subscriber raises an incident or a ChallanPay user initiates a resolution, to the moment the issue is closed.

- Ensure all fulfilment systems, lawyer dispatch workflows, challan tracking integrations, and partner coordination channels are always ready to absorb demand spikes without degradation.

- Define and maintain service-level standards for each product line covering response times, lawyer assignment SLAs, resolution timelines, and customer communication cadence.

Gap Identification and Blocker Resolution

- Run regular operational reviews to surface gaps between promised and delivered service quality, using data from actual incident logs, resolution timelines, and customer feedback.

- Build a structured blocker management process where every identified issue has an owner, a deadline, and a resolution path that does not repeat.

- Work cross-functionally with tech,



legal operations, lawyer network, finance, and customer success to close gaps permanently.

Tech Coordination and Platform Reliability

- Partner with engineering to ensure all operational systems, lawyer assignment APIs, challan authority integrations, and internal workflow tools are stable and monitored.

- Manage the operational uptime KPIs and escalation matrix for any platform or workflow failure that impacts live customer cases.

- Coordinate release planning so that new deployments do not disrupt active incident resolution flows.

Process Automation

- Identify manual, repetitive, or error-prone steps in the fulfilment chain and lead automation initiatives that eliminate them.

- Work with tech and operations to implement workflow automation, rule engines, intelligent routing systems, and automated status update triggers.

- Track automation coverage as a formal metric with quarterly improvement targets.

Lawyer Network Operations

- Manage the product and operational layer that connects the Lawyered lawyer network to live incidents, ensuring availability, geographic coverage, skill matching, and response quality.

- Drive initiatives to improve lawyer onboarding speed, availability data accuracy, payout reliability, and communication quality within the network.

Vendor and Partner Operations

- Manage SLAs with external vendors including data providers, RTO integration partners, payment processors,



and enterprise clients.

- Conduct periodic performance reviews backed by data and enforce accountability through structured assessments.

Qualifications

WHAT YOU BRING

- 4 to 6 years in product management, product operations, or a hybrid role in a fast-paced Indian startup with proven delivery responsibility.

- Deep understanding of service fulfilment systems, incident management, and operational workflow design at scale.

- Experience working with engineering teams on platform reliability, monitoring, alerting, and incident response.

- Hands-on knowledge of automation tools such as workflow builders, rule engines, or low-code platforms.

- Prior experience in marketplace operations, logistics, legal-tech, insurtech, or any service-delivery business is a solid plus.

- Ability to read operational data, identify root causes, and translate findings into systemic fixes rather than one-off patches.

Additional Information

KEY METRICS YOU WILL BE JUDGED ON

- Service fulfilment rate and on-time resolution percentage for LOTS247 incidents

- ChallanPay resolution cycle time

- Operational blocker resolution turnaround time

- Automation coverage across fulfilment workflows

- Platform uptime and incident response time

- Lawyer network availability rate and response SLA adherence

WHY LAWYERED

- You will be building the operational spine of the platform that keeps India's vehicle owners protected and moving without legal disruption.

- Lawyered's resolution rate and coverage commitments are not marketing claims. They are operational standards this role makes possible.

- High accountability, direct CPO access, and a culture that treats operational rigour as a genuine competitive advantage.

📌 Product Manager (Operational Efficiency and Delivery Excellence) (India)
🏢 Sproutech Solutions Private
📍 India