Role Overview

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,



call ratios, cancellation rates, and repeat rates.
- GenAI Integration: Champion applications like conversational AI, automated contextual support, and predictive issue resolution to eliminate post-sales friction.

- Funnel Analytics: Utilize tools such as Omniture and SQL dashboards to monitor user post-booking journeys, drop-offs, and GenAI interaction performance.
- Execution & Delivery

- Scrum & Delivery Management: Facilitate daily stand-ups, manage sprint execution, and author structured PRDs, wireframes, and GenAI prompt/flow specs.
- Cross-Functional Collaboration: Partner across Product, Engineering, GenAI core teams, Supply/Demand, Operations, Finance, and Customer Contact Center teams to feed user insights into continuous platform enhancements.
- Maintain rigorous documentation - PRDs, BRDs, designs - including clear articulation of data/AI model requirements.

- Cross-Functional Collaboration

- Collaborate across product, engineering, data science, cab demand & supply, post-sales common product, Mydesk, finance, and post-sales engineering teams to align and drive projects across functions.
- Partner closely with the Customer Contact Centre team to stay on top of emerging issues and escalations, ensuring feedback loops directly inform the GenAI and product roadmap.

Preferred Qualifications
- Education: MBA, preferably from Tier-I institutes (engineering background a plus).
- Experience: 3-6 years total experience, with 2-3 years as a Product Manager in an e-commerce/consumer internet setting; 2+ years in B2C product management, ideally within e-commerce or ride-h

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Product Manager (Ground Transport-Cabs) (Bengaluru)
🏢 MakeMyTrip
📍 Bengaluru