Product Manager

Position Summary-

The Manager – eCommerce/Product Manager will lead the digital experience across Air India Express’s web and app platforms, driving usability, conversion, and customer satisfaction. The role owns product strategy, design, and performance optimization using data, AI, and experimentation. It requires reimagining booking and post-booking journeys, improving funnel metrics, and enhancing direct channel revenue. The manager will work cross-functionally with tech, design, commercial, and group teams to deliver high-impact digital features. Strong product management, analytics, UX, and airline/tech ecosystem expertise are essential.

Job Purpose

Air India Express is reimagining its digital experience from the ground up — building a modern, customer-first web and mobile app ecosystem that is fast, intelligent, and delightful. Product Manager – Digital Experience to lead this transformation. This is a builder role, responsible for shaping how millions of travellers discover, book, and engage digitally with India’s most vibrant airline.

The role requires a blend of product strategy, design thinking, digital innovation, and data-driven decision making, with the agility of a startup mindset and the scale orientation needed to build AI-enabled experiences across complex airline systems. The goal is to elevate customer satisfaction, strengthen brand perception, and drive direct channel revenue.

Duties and Responsibilities

1. Product Strategy & Vision

• Translate the customer journey vision into a prioritized, actionable product roadmap with focus on usability, conversion, and loyalty.
• Align product roadmap with overall commercial and organizational priorities.
• End-to-end ownership of web experience, conversion rate, and ancillary attach rate.

2. Experience Design & Innovation

• Reimagine booking, check-in, and post-booking flows for simplicity, speed, and delight.
• Leverage AI and machine learning to build personalization, predictive search, recommendations, and conversational assistance.
• Ensure a seamless, mobile-first design system with consistent brand expression.

3. Performance & Optimization

• Own product KPIs including conversion rate, NPS/CSAT, and direct channel share.
• Drive continuous optimization using analytics, A/B testing, and MVT frameworks.
• Monitor funnel health metrics, identify drop-off triggers, and implement corrective actions.

4. Collaboration & Delivery

• Work in agile teams with IT & Development Partners, Design, Loyalty, Ancillaries, Revenue Management, and ICT.
• Ensure timely execution of product backlog including discovery, sprint planning, QA, and release management.
• Oversee integrations with Navitaire, Air India Group systems, and Tata Digital platforms.

5. Customer Understanding & Insights

• Champion the voice of the customer in all product decisions.
• Utilize customer feedback, data insights, app store reviews, and UX research to prioritize features.
• Identify opportunities for proactive, AI-powered self-service and personalization.

6. Governance & Reporting

• Maintain weekly dashboards for conversion, attach rate, NPS, revenue contribution, and error metrics.
• Lead bi-weekly product performance reviews with cross-functional stakeholders.
• Ensure compliance, transparency, platform stability, and reliability standards.

7. Benchmarking & Industry Leadership

• Track global trends in digital experience across airlines and leading e-commerce platforms.
• Introduce emerging technologies and innovative use cases that elevate customer engagement and experience.

Knowledge, Skills, and Experience

Qualification

• Bachelor’s degree in Computer Science, Information Technology, or Business.
• MBA or postgraduate degree in Product Management, Marketing, or Digital Strategy preferred.
• Certifications in Agile, Scrum, or Product Management are an advantage.

Work Experience

• 6-10 years of product management experience in digital-first environments (startups or large-scale consumer platforms).
• Proven track record of delivering AI-driven, data-backed customer experiences — personalization, automation, recommendations, or predictive journeys.
• Experience across web and mobile app products, ideally within travel tech, OTAs, aviation, e-commerce, or hospitality.
• Exposure to Navitaire, AEM CMS, and product analytics tools (GA4, Adobe Analytics, Mix panel, Hotjar, etc.).
• Strong experience in agile methodologies, experimentation frameworks, and cross-functional product delivery.

Skills

• Strong innovation mindset and structured problem-solving ability.
• Excellent analytical thinking and data-driven decision making.
• Deep understanding of UX/UI principles, conversion optimization, and funnel performance.
• Proficiency in product analytics and performance tracking tools.
• Ability to thrive in fast-paced, iterative, and cross-functional environments.
• Experience with AEM CMS, Google Analytics 360, and Navitaire (preferred).