Opportunity brief
MakeMyTrip is hiring for the role of Associate Product Manager!
Responsibilities of the Candidate:
- 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 new 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.
Requirements:
- B.Tech or MBA graduates from reputable institutes. Candidates with Engineeringbackground would be preferred
- 1–3 years of experience in product management or experience in travel, e-commerce, fintech, consumer internet, customer servicing or operations automation would be an advantage.
- Strong analytical and structured problem-solving skills with the ability to break ambiguous problems into actionable solutions.