Role: Associate Product Manager

Location: Gurugram

About the Function

When it comes to booking a flight, MakeMyTrip is theundisputed leader in the air travel segment. The other well recognized brandunder the Go-MMT umbrella is Goibibo, a leading online travel booking platformproviding a range of travel options for the user.

The Flights Product team is the backbone of the Go-MMT Airbusiness and creates high positive impact by solving end user problems andidentifying areas to generate value across pre-sales and post-sales. Some ofthe key metrics which we work on are Funnel Conversion, Monetization, Ancillaryuptake, and NPS.

WithinFlights, the Post Sales charter owns the customer experience after a booking iscompleted. This includes servicing journeys such as cancellations, datechanges, refunds, airline disruptions, web check-in, flight status, add-ons,support, and other booking-management use cases.

The charter has two coreobjectives:

`Build simple, reliable and intuitive digital self-service journeys that allow customers to manage their bookings independently. Identify relevant opportunities to upsell products and services post booking, helping customers enhance and protect their upcoming trip. ` About the Role The Incumber will beresponsible for owning customer journeys across the post-booking lifecycle from understanding a customer's servicing need to ensuring that the request issuccessfully fulfilled.

This could include journeys such as cancellation, datechange, refunds, airline disruption management, web check-in, flight tracking,baggage, seats, meals, and other post-booking services.

What will you be doing

`Own end-to-end post-sales customer journeys across key servicing use cases such as cancellation, date change, refunds, disruptions, web check-in, flight status and booking management. Owning the AI-powered Voice Bot roadmap for the post-sales journey conceptualizing and building accurate, scalable, and impactful conversational experiences that resolve customer needs autonomously.



Drive digital adoption of post-sales journeys by improving discoverability, simplifying flows, reducing friction and building customer trust in self-service.`

Track metrics such as digital adoption, self-service completion rate, customer drop-offs, contact rate, agent dependency, resolution rate and customer satisfaction to continuously improve servicing journeys. Identify opportunities to reduce customer contacts and agent effort per booking while ensuring that automation does not compromise customer experience or resolution quality. Collaborating closely with technology, design, QA, supply, finance, AI/ML, and customer support teams to ensure seamless execution of product releases.

Owning and tracking key product KPIs, Analyzing performance continuously, and iterating post-launch to strengthen adoption and experience. Owning the AI-powered Voice Bot roadmap for the post-sales journey conceptualizing and building accurate, scalable, and impactful conversational experiences that resolve customer needs autonomously. Defining and driving the product vision, strategy, and roadmap for AI-led servicing to deliver measurable improvements in automation, deflection, and customer satisfaction.

Building and operationalizing Evals (evaluation frameworks) to measure Voice Bot quality, accuracy, and reliability, and driving consistent quality improvements based on these signals. Defining, measuring, and improving customer frustration scores across bot interactions, and using these insights to refine flows and responses.



Measuring actual agent handoff rates and driving initiatives to systematically reduce handoffs through higher-quality automation and expanded coverage.

Continuously identifying and adding current post-sales use cases for the Voice Bot to handle, expanding automation coverage while maintaining quality. Collaborating closely with technology, design, QA, supply, finance, AI/ML, and customer support teams to ensure seamless execution of product releases. Owning and tracking key product KPIs, Analyzing performance continuously, and iterating post-launch to strengthen adoption and experience.

Qualification Experience

- B.Tech or MBA graduates from reputable institutes.Candidates with Engineering background would be preferred.
- 1-3 years ofexperience in product management or experience in travel, e-commerce, fintech,consumer internet, customer servicing or operations automation would be anadvantage.
- Stronganalytical and structured problem-solving skills with the ability to breakambiguous problems into actionable solutions.

Key Success Factors for the Role Customer Centricity: A deep passion for understanding and improving customer and partner experiences.

Ownership Execution: Ability to translate ideas into impactful products through structured execution and cross-functional collaboration.

Strategic Thinking: Aptitude for building long-term product vision aligned with business goals.

Analytical Rigor: Data-driven approach to problem-solving and decision-making, especially around Evals, quality metrics, and handoff reduction.

Innovation Agility: Eagerness to experiment with AI, learn quickly, and adapt solutions to dynamic market needs.

Communication Influence: Strong ability to articulate product vision and rally teams around shared outcomes.

Disclaimer: This job posting & location 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.

📌 Associate Product Manager (Flights) (Gurugram)
🏢 MakeMyTrip
📍 Gurugram