Senior Product Manager - Customer Platforms (Pune)

Senior Product Manager - Customer Platforms (Pune)

16 Aug
|
Important Group
|
Pune

16 Aug

Important Group

Pune

About the Role



This role exists to absorb scale digitally, deflect avoidable interactions, and empower customers without breaking trust.



Your mission: move work from humans to systems - responsibly.



Product Scope: Customer App, Chatbot, Assisted Journeys, Partner -facing Digital Touchpoints





Key Responsibilities



1. Digital Product Strategy & Ownership



● Own the roadmap for: Customer App, Chatbot & assisted digital journeys, Self -service capabilities



● Identify what must go digital vs what must remain high -touch.



● Design digital flows that work for rural, semi -literate, trust -sensitive users.



2. Customer & Field -Led Discovery



● Analyze: Customer support tickets, Call center transcripts, Field team escalations



● Spend time with: Branch staff, Relationship Managers, Customers (directly or via field)



● Translate repeated questions, confusion, and delays into product features, not FAQs.



3. Backlog Creation & Business Prioritization



● Build and prioritize backlog based on:Reduction in field dependency, Reduction in support volume, Customer success & adoption



● Balance short -term deflection wins with long -term platform quality.



4. Data, Funnels & Adoption Metrics



● Define and track:



Funnel drop -offs, Self -service success rates, Chatbot containment %, Feature adoption



● Use data to continuously refine journeys and justify roadmap decisions.



5. Regulatory -Safe Customer Journeys



● Ensure all digital journeys comply with: RBI customer communication norms, Consent, disclosures, auditability



● Work closely with Compliance to design safe -by -default digital flows.





6. Partner -Integrated Experiences



● Own customer -facing journeys involving:KYC partners, Credit bureaus, Payment gateways



● Design fallback, retry, and exception handling to avoid field escalations.



● Ensure partner issues don’t degrade customer trust.



This role is NOT for you if



● You design features without understanding ground realities.



● You optimize for “app metrics” while increasing ops pain.



● You believe digitization is only UI/UX, not workflow redesign.







Requirements





● 6 -10+ years in Product Management, preferably consumer fintech, lending, or scale platforms.



● Proven experience building self -service or assisted digital products.



Strong intuition for customer behaviour + data -backed decision -making.



● Ability to simplify complexity without oversimplifying compliance.



● Comfort working across Product, Design, Tech, Support, Ops, and Field teams.





Benefits



SarvaGram is on a mission to revolutionize financial services for millions in rural India. We're building the nation's first data -driven platform that combines cutting -edge technology with a human touch to unlock financial possibilities for underserved households.

This is your chance to be at the forefront of innovation. Join us and:

• Shape the future of FinTech: We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.
• Embrace a high -growth, high -impact environment: This is a non -linear growth chance. Build a platform used by millions and witness the network effect drive massive scale.
• Tackle real -world challenges: Apply your skills to solve critical problems and directly empower rural communities.
• Craft solutions that touch lives: Develop innovative products used by diverse household members, each with unique needs

















📌 Senior Product Manager - Customer Platforms (Pune)
🏢 Important Group
📍 Pune

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