Description:

About the Opportunity:

Role: Product Management

Level: Senior Manager

Reporting To : Director - Product Management

Location: Gurgaon

About the Function:

Flights is one of the largest businesses at MakeMyTrip, contributing significantly to the Groups revenue and profitability. With nearly 30% share of Indias air travel market, it stands as a clear market leader and a key driver of growth. Through our MakeMyTrip and Goibibo brands, we serve millions of travellers across both B2C and B2B channels, offering the widest choice of fares, seamless booking journeys, and smart travel solutions at competitive prices.

Integral to this success is the Flights Post-Sales team, which owns the post-sales experience for our flights business. By solving real customer problems, leveraging data, and building innovative solutions, the team continuously elevates the post-sales experience of travellers while enabling sustainable business growth.

About the role:

As a Senior Product Manager, you will take complete ownership of the post-sales experience for our Flights business. You will be at the forefront of innovation, leveraging cutting-edge technology, including Generative AI, to redefine how we engage with and support our customers after their booking is complete.

This is a leadership position for someone who is passionate about solving complex customer problems, driven by data, and skilled at mentoring a team to achieve ambitious goals.

What will you be doing:

- Define Visionary Product Strategy: You will craft and execute a forward-thinking product strategy for the entire Flights post-sales journey. Your vision will aim to create a superlative, frictionless experience for millions of customers.

- Champion Customer-Centric Innovation: Develop a deep understanding of customer behavior, friction points, and needs within the post-sales lifecycle. You will design and implement strategic interventions that minimize customer effort and enhance satisfaction.

- Lead Gen AI-Powered Engagement: Spearhead the strategy and development of our AI-driven customer engagement platforms, including our Voice Bot and Chatbot. You will be responsible for leveraging these technologies to deliver scalable, intelligent, and personalized customer support.

- Drive Business Impact through KPIs: Assume complete ownership of the key performance indicators (KPIs) and metrics for the post-sales product area. You will continuously monitor performance, derive insights, and steer the product roadmap to achieve and exceed business targets.

- Mentor and Lead a High-Performing Team: Lead, inspire, and mentor a team of talented Product Managers. You will foster a culture of excellence, continuous learning, and innovation within your team.

- Master Stakeholder Collaboration: Act as a central point of contact and build strong, collaborative relationships with key stakeholders across various departments, including Pre-Sales, Customer Service, Engineering, Design, and Finance, to ensure cohesive product strategy and execution.

Qualification & Experience:

- Proven experience of 6-10 years in a product management role, with a track record of leading product teams and shipping successful products.

- Bachelors degree in engineering and an MBA from a reputed institute are highly preferred.

- Strong data analytics skills with the ability to turn complex data into actionable insights.

Key Success Factors for the Role:

Technical Curiosity: A solid understanding of and keen interest in Generative AI technologies and their practical applications in customer experience.

Leadership: Demonstrable experience in leading and mentoring teams, fostering a collaborative and high-performance culture.

Communication: Exceptional communication and interpersonal skills, with the ability to articulate a clear vision and influence stakeholders at all levels.

Market Insight: Experience with market research and a natural curiosity to learn and adapt to new technologies and trends.