Product Manager - Conversational AI
ConfidentialMumbai, India5 days ago
Job descriptionBreak down processes into simplified conversational steps with customer-friendly flows. Collaborate with design teams to map out alternate paths, edge cases, and fallback journeys. Prototype conversational journeys for new use cases and validate them through pilot runs. Analyze transcripts, drop-offs, and feedback to identify recurring customer pain points. Conduct journey audits to surface friction areas and highlight missed opportunities. Feed discovered problems into the product backlog with detailed business context. Partner with prompt engineers to draft and refine prompts for intents related to the domain. Validate prompts against SOPs, compliance needs, and customer experience benchmarks. Flag hallucination risks, data gaps, and ambiguous language in AI responses. Track containment, resolution, and adoption KPIs for domain-specific journeys. Build and maintain reporting dashboards to monitor performance against benchmarks. Present weekly insights to the Functional Head for prioritization and improvement. Liaise with tech, product, compliance, and operations to execute enhancements. Support sprint grooming, UAT cycles, and regression testing of domain-specific journeys. Coordinate with business and marketing teams to align on adoption and engagement drives.
Job Requirements
Role / Job Title : Product Manager - Conversational AI
Function / Department : Enterprise Conversational AI
Job Purpose
The Product Manager for Credit Cards will support the Credit Cards lead in building and operationalizing conversational journeys across issuance, servicing, billing, and collections. This role will emphasize tactical execution of SOPs, problem discovery, and imaginative journey design to ensure customers have a seamless experience through WhatsApp and voice agents.
Roles & Responsibilities
SOP Creation & Governance :
- Draft, update, and maintain Standard Operating Procedures (SOPs) for conversational workflows across respective journeys.
- Map regulatory guardrails, escalation matrices, and exception-handling rules into clear documentation.
- Ensure adherence to SOPs across squads and identify areas requiring tighter controls.
Journey Imagination & Design Support
Problem Discovery & Continuous Improvement
Prompt & LLM Execution
Analytics & Tracking
Cross-Functional Execution
Education Qualification
Graduation : Bachelor's degree any relevant stream.
Post-graduation : Any Stream.
Experience : 03 to 05 years of relevant experience in analytics, product support, or testing roles in Retail / D2C banking / fintech space.
Skills Required
SOP Creation, Cross-Functional Execution, Problem Discovery, Journey Design, Prompt LLM Execution, Analytics Tracking
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Product Manager Ai • Mumbai, India
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