Job Summary

Role: Product Manager

Level: RL4

Location: Bangalore

Reporting to: Director - Product Management

This role owns the post-booking experience for cab customers across MakeMyTrip and Goibibo - spanning the entire journey from booking confirmation to trip completion or cancellation. The mandate is to build a GenAI-led transformation of post-sales servicing: using large language models, conversational AI, and intelligent automation to proactively resolve issues, personalize communication, and reduce human intervention, while using solid data aptitude to diagnose consumer pain points at their root cause.

You will sit at the intersection of product, data, and applied AI - translating messy, high-volume customer signals (calls, chats, reviews, cancellations) into a prioritized roadmap of GenAI-powered and traditional product interventions that measurably improve customer experience and operational efficiency.
Key Goals
- GenAI-Powered CX Transformation: Deploy Generative AI models and conversational tools to proactively resolve queries, streamline post-booking support,



improve NPS, and significantly reduce contact ratios.
- Data-Driven Issue Prevention: Analyze user behavior and post-booking funnels to eliminate friction, reducing cancellations and increasing net served bookings.
- Retention LTV Growth: Create a friction-free post-sales journey that builds trust, maximizes repeat bookings, and improves long-term customer retention.
Detailed Job Description
Pain Point Identification Sizing
- Deep-Dive Problem Diagnosis: Analyze NPS detractor feedback, call transcripts, cancellation logs, and behavioral funnels to pinpoint root causes across product, operational, and supply dimensions.
- Data-Backed Prioritization: Quantify friction points using ROI frameworks to prioritize high-impact product and GenAI initiatives.
Metrics Driven GenAI Innovation
- Core Metrics Optimization: Track and improve NPS, contact ratios, cancellation rates, and repeat rates.
- Gen

📌 Product Manager (Bengaluru)
🏢 MakeMyTrip
📍 Bengaluru