Product Operations Analyst

About the Opportunity

Role: Program Operations Analyst

Level: Senior Executive/ Assistant Manager

Reporting To: Senior Manager - Product Management

Location: Gurgaon

About the Function

The Ground Transport (GT) function offers a wide range of travel options designed to suit the diverse needs and preferences of todays travelers - providing safe, reliable, and affordable transportation solutions that connect people and places seamlessly. As an integral part of our organizations vision, GT enables millions of journeys every day by offering convenient and accessible means of travel across India.

The function operates across three distinct lines of revenue - Buses, and Railways - each addressing unique traveler segments and mobility needs. Together, they form a unified ecosystem that powers our multi-modal travel experience and plays a pivotal role in driving customer stickiness, platform engagement, and business growth.

Within this function, the Product Analyst & Operations Specialist role sits at the intersection of product performance and operational excellence - ensuring that data-driven insights translate into tangible improvements in customer experience, partner reliability, and process efficiency. This function acts as the bridge between business, product, and onground operations, continuously optimizing routes, pricing, and service standards to deliver smooth, high-quality travel experiences at scale.

About the Role

As a Product Analyst & Operations Specialist, the incumbent will be responsible for driving data-backed decision-making and operational excellence across product functions. The role entails analyzing key business metrics, developing insightful dashboards, and identifying improvement opportunities to strengthen performance. Partnering closely with cross-functional teams, the incumbent will streamline processes, enhance automation, and deliver actionable insights to optimize product outcomes and elevate the overall customer experience.

Role Deliverables

• Analyze & Optimize: Track and evaluate product performance to uncover trends, identify improvement areas, and provide data-backed recommendations.
• Insights to Action: Build dashboards and reports that translate complex data into clear, actionable insights for product and business teams.
• Operational Excellence: Streamline workflows, automate processes, and enhance crossteam collaboration to improve delivery speed and quality.
• Customer Experience: Analyze support and feedback data to identify root causes, reduce friction, and improve customer satisfaction.
• Product Support: Partner with product managers and engineers to ensure smooth launches, data accuracy, and alignment with business goals.
• AI & Automation: Assess chatbot and automation performance to enhance customer self-service and optimize efficiency. .

Qualification & Experience

• B.Tech from a reputed institute with 2-4 years of experience in data analytics, product operations, or customer experience.
• Proficient in SQL, Advanced Excel, and BI tools (Tableau, Power BI) for data analysis and reporting.
• Strong analytical ability to interpret large datasets, identify trends, and derive actionable insights.
• Excellent communication and interpersonal skills to present data insights and collaborate across teams.
• Python experience is an added advantage.
• Experience with AI/chatbot analytics or customer support data is an added advantage

Key Success Factors for the Role

• Passionate about data with strong problem-solving skills.
• Excellent communication, influencing, and stakeholder management abilities. Energetic, proactive, and a team player.
• Skilled in data visualization and translating insights into action.
• Logical, methodical approach to problem-solving.
• Adept at prioritizing problems and linking key inputs to output metrics.