Airtel - Product Manager

Project : B2C Video Surveillance

Role : Product Manager

Job Description :

- Own the end-to-end design and implementation of customer journeys including acquisition, onboarding, collections, delivery and support processes for B2C Video Surveillance to ensure a seamless customer onboarding experience

- Interface with multiple stakeholders including product, business, engineering, customer experience, regulatory, SCM and solution architect teams to:

a. Understand and challenge the existing process, identify gaps and find ways to optimize based on the customer needs

b. Select the best customer management stack that meets the product specific needs

- Stitch the process, document the flows, identify and align relevant stakeholders, and get sign-offs

a. Develop detailed project plans to monitor, and track progress

b. Identify red flags, meet deadlines and escalate whenever required

- Own the entire process both before and after product launches. Identify issues on the go and provide fixes.

- Collaborate with Product management and SCM in activities such as vendor/partner onboarding; create frameworks to ensure quick turnaround time

- Coordinate customer communications; be it product updates or downtime notifications

- Create training material and provide training to relevant internal stakeholders on the defined process as the product roll out from one circle to PAN India

- Ensure process governance upon launch

- Coordinate with business, product and other stakeholders to ensure timely product delivery based on SLAs

- Track customer feedback and reported issues and ensure timely resolution with support

- Continuously monitor and share relevant sales trends, performance metrics, and other insights with Product and business teams for reviews