Product Manager
1 month ago
Job Description :
This role is dedicated to enhancing the post-booking experience for users of cab services through MakeMyTrip and Goibibo. It covers the entire journey from booking confirmation to journey completion or cancellation, ensuring a seamless and satisfying customer experience.
You will analyze user interactions, identify pain points, and implement improvements to maximize both customer satisfaction and operational efficiency. This Product Manager will focus on delivering exceptional post-booking experience for customers in the cab services of MakeMyTrip and Goibibo.
The core responsibilities for the job include the following :
1. Pain Point Identification :
- Understand User Issues : Analyze the root causes of NPS detractors, driver calls, and user cancellations, addressing both technical/product and supply-related challenges.
- Impact Assessment : Quantify problems and prioritize use cases based on ROI, ensuring efforts are focused on maximizing impact and minimizing noise.
- Data Analysis : Stay informed about key metrics and trends, including NPS, call ratios, user cancellation rates, and repeat rates to guide decision-making.
- User Experience Monitoring : Utilize front-end analytics tools like Omniture and Google Analytics to track user experiences and identify areas for improvement.
- Project Management : Lead key post-sales initiatives for both brands, ensuring timely
3. Project delivery :
- Scrum Management- Daily Stand-Ups : Facilitate daily stand-up meetings to keep the team accountable and aligned on the delivery plan.
- Documentation : Maintain meticulous and timely documentation, including product requirement documents, designs, and HTML.
- Sprint Planning and Execution : Plan detailed tasks and align with engineering leads and the rest of the team for effective execution.
4. Multi-team Collaboration :
- Collaborate with various teams, including product, engineering, cab demand and supply, post-sales common product, Mydesk, MO finance, and post-sales engineering, to align and drive projects across multiple functions.
- Pulse on Issues : Work closely with the Customer Contact Centre team to stay informed about top problems and escalations, ensuring that customer feedback is incorporated into ongoing improvements. This role is vital for enhancing customer satisfaction and driving operational success in the cab services domain.
Requirements :
- MBA, preferably from Tier I institutes (Engineering background is a plus).
- 2-4 years of experience in product management.
- Enhance Customer Experience : Focus on improving post-booking experiences as measured by key metrics such as NPS, call ratios, and block ratios.
- Reduce User Cancellations : Implement strategies to decrease user cancellations while simultaneously increasing net served bookings.
- Drive Growth : Enhance customer retention by capitalizing on opportunities for repeat business and ensuring a smooth experience that encourages users to choose cab services again.
- This role is crucial for driving operational success and fostering customer loyalty in the cab services domain.
(ref:hirist.tech)
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