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

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.
- 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 Cross-Functional Collaboration

- Scrum Delivery Management: Facilitate daily stand-ups, manage sprint execution, and author structured PRDs, wireframes, and GenAI prompt/flow specs.
- Stakeholder Engagement: Partner across Product, Engineering, GenAI core teams, Supply/Demand, Operations, Finance, and Customer Contact Center teams to feed user insights into continuous platform enhancements.

Key Responsibilities

- 1. Consumer Pain Point Discovery Prioritization: Analyze the root causes of NPS detractors, driver/customer calls, chat transcripts, and user cancellations - separating technical/product issues from supply-side and operational issues.

- Use GenAI-based text and voice analytics (call/chat summarization, topic clustering, sentiment tagging) to surface emerging issues faster and at greater depth than manual review allows, and to identify underlying behavioral and journey-level patterns rather than surface-level tickets.
- Quantify problems and prioritize use cases based on ROI - building a structured, data-backed framework that balances quick wins with larger transformation bets and keeps effort focused on high-impact issues rather than anecdotal noise.
- 1. GenAI-Led Product Experience Transformation: Own the product vision for applying GenAI across the post-sales journey - including conversational assistants, automated issue resolution, intelligent driver-customer communication, and predictive proactive care.

- Partner with data science/AI engineering teams to scope, prioritize,



and ship GenAI use cases, defining success metrics upfront (containment rate, resolution time, CSAT/NPS uplift, cost-to-serve).
- Continuously evaluate emerging LLM/GenAI capabilities and assess where they can responsibly replace or augment manual servicing workflows.
- 1. Metrics, Tracking Instrumentation: Stay closely informed on key metrics and trends - NPS, call ratios, cancellation rates, repeat rates - to guide roadmap decisions, and build dashboards that keep this visible to stakeholders on an ongoing basis.

- Utilize front-end analytics tools such as Omniture, SQL dashboards to track user experience, and define instrumentation requirements for new GenAI features so impact can be measured rigorously post-launch.
- 1. Execution Delivery: Lead key post-sales initiatives across both brands (MakeMyTrip and Goibibo), ensuring timely, high-quality delivery.

- Facilitate daily stand-ups to keep the team accountable and aligned to the delivery plan; plan detailed sprints and align closely with engineering and data science leads for effective execution.
- Maintain rigorous documentation - PRDs, BRDs, designs - including clear articulation of data/AI model requirements.
- 1. 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-hailing. Post-sales customer experience exposure is a plus.
- GenAI Data Aptitude: Hands-on exposure

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