Product Manager - Call Center Operations & Process Automation Solution

Job Title: Product Manager - Call Center Operations & Process Automation

Location: [Karol Bagh, New Delhi]

Department: Product Management

Reports To: Head of Product / Director of Operations

About the Role:

- We are seeking a strategic and execution-focused Product Manager to lead the automation and optimization of call center operations.

- In this cross-functional role, you will work closely with the tech, operations, and customer success teams to streamline workflows, reduce manual effort, and enhance both agent and customer experiences through scalable product solutions.

- This role is ideal for someone who thrives in a product-driven company and has a strong grasp of operational systems, automation tools, and CX (Customer Experience) metrics.

Key Responsibilities:

- Lead product initiatives aimed at automating call center workflows including ticket routing, agent performance tracking, CRM integrations, and self-service tools.

- Partner with engineering and operations to identify inefficiencies in current processes and design automation strategies that reduce response time and improve service quality.

- Build and manage the roadmap for call center automation tools, balancing long-term vision with quick wins.

- Create detailed product requirements, user stories, process flows, and interface wireframes.

- Work closely with QA, engineering, and data teams to ensure high-quality product delivery.

- Track performance metrics (e. , AHT, FCR, CSAT) to assess impact and drive continuous improvement.

- Enable operational teams through rollout plans, training materials, and feedback loops.

- Stay up to date with industry trends in contact center technology, AI/chatbots, and workforce management.

Required Qualifications:

- 3-7 years of experience in product management, with a focus on operations or internal tooling.

- Experience working on or with call center platforms (e. , Zendesk, Genesys, Five9, NICE, Talk desk).

- Understanding of customer support KPIs and how they tie to automation goals.

- Familiarity with automation and workflow tools (e.

, UiPath, Zapier, Twilio, Freshdesk, Salesforce Service Cloud).

- Technical understanding of APIs, data flows, and system integrations.

- Excellent cross-functional communication and stakeholder management skills.

- Strong data orientation - ability to query, interpret, and act on operational data.

Nice to Have:

- Experience in a product-based or SaaS company.

- Background in operations, customer support, or contact center management.

- Exposure to AI-based tools such as chatbots, voice bots, or speech analytics.

- Knowledge of Agile/Scrum methodologies and tools (e.