Role: Technical Product Manager (B2C)

Location: Pune | Work Mode: Onsite

Experience: 4–8 Years

About the Role:

We are looking for a Technical Product Manager to own and scale key B2C operational journeys, with a primary focus on Tower Control, real-time transaction monitoring, and end-to-end vendor management .

The role will sit at the intersection of Product, Operations, Engineering, and external vendors , owning the complete lifecycle from product requirements and system workflows to operational execution, vendor performance, SLA adherence, and continuous improvement.

The ideal candidate should be comfortable working in a high-volume, operationally intensive B2C environment , managing multiple stakeholders and vendors while using data to identify bottlenecks and improve customer experience.

Key Responsibilities:

- Own the product and operational roadmap for Tower Control and B2C transaction journeys .
- Build and manage systems for real-time monitoring, exception management, escalation, and resolution of customer transactions.
- Own the end-to-end vendor lifecycle — onboarding, integration, performance monitoring, SLA management, issue resolution, governance, and offboarding.
- Define and monitor vendor SLAs, KPIs, TATs, quality metrics, failure rates, and operational performance .
- Work closely with Engineering and vendors to define APIs, workflows, integrations, business rules, and system requirements .
- Create PRDs, user stories, process flows, acceptance criteria, and detailed product requirements.
- Identify operational bottlenecks through data and build product solutions to improve TAT, success rates, automation, and customer experience .




- Establish dashboards and monitoring mechanisms for vendor and transaction-level performance .
- Drive root-cause analysis for transaction failures, vendor downtime, API failures, operational exceptions, and customer-impacting issues.
- Define escalation mechanisms and ensure timely resolution of critical incidents.
- Coordinate with Engineering, Operations, Customer Support, Finance, Compliance, and external vendors to resolve cross-functional issues.
- Manage vendor reviews, performance governance, issue tracking, and periodic business reviews.
- Identify opportunities to automate manual operational processes and reduce dependency on human intervention.
- Prioritize product enhancements based on customer impact, operational efficiency, business value, and technical feasibility.
- Conduct UAT, release validation, and post-release monitoring.
- Track product metrics and continuously improve the B2C customer journey.
- Ensure documentation of processes, vendor contracts/SOPs, SLAs, escalation matrices, and operational workflows.

Requirements:

- 4–8 years of experience in Product Management / Technical Product Management / Product Operations .
- Solid experience working on B2C products or high-volume consumer journeys .
- Proven experience managing external vendors/service providers end-to-end .




- Experience owning vendor SLAs, KPIs, TAT, quality, escalations, and performance governance .
- Strong understanding of API-based products, third-party integrations, system workflows, and technical dependencies .
- Experience working closely with Engineering teams and translating business/operational requirements into technical product requirements.
- Strong understanding of product analytics, dashboards, funnels, transaction monitoring, and operational metrics .
- Ability to perform root-cause analysis and drive resolution of production and operational issues.
- Strong knowledge of Agile product development, Jira, PRDs, user stories, UAT, and release management.
- Excellent stakeholder management skills, with the ability to work across Engineering, Operations, Business, Support, Finance, Compliance, and external vendors .
- Strong analytical and problem-solving skills.
- Ability to operate effectively in a fast-paced, highly operational environment with multiple concurrent priorities.

Good to Have:

- Experience in FinTech, InsurTech, Mobility, Travel, Logistics, E-commerce, Payments, or other transaction-heavy B2C businesses .
- Experience managing multiple technology/operations vendors simultaneously.
- Experience with API monitoring, webhooks, queues, third-party integrations, and transaction orchestration .
- Experience building or managing control towers / command centres / real-time operational dashboards .
- SQL/data analysis experience.
- Experience with automation and reducing manual operational workflows.

Apply or send resumes at [email protected]

📌 Technical Product ManagerC product) (Pune)
🏢 Zoop
📍 Pune