GoMMT
Product Manager, AI-powered Voice Bot / Post-sales Servicing
📍 Gurgaon2–4 yrsTechnology / Digital Services
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Get your AI match score →Responsibilities
- Own end-to-end post-sales customer journeys across servicing use cases such as cancellation, date change, refunds, disruptions, web check-in, flight status, and booking management.
- Define and drive the product vision, strategy, and roadmap for AI-led servicing and the Voice Bot experience.
- Build accurate, scalable conversational experiences that resolve customer needs autonomously and expand automation coverage over time.
- Track and improve key metrics such as digital adoption, self-service completion, drop-offs, contact rate, agent dependency, resolution rate, and customer satisfaction.
- Build and operationalize evaluation frameworks (Evals) to measure Voice Bot quality, accuracy, reliability, and customer frustration.
- Partner with technology, design, QA, supply, finance, AI/ML, and customer support teams to ship releases and continuously improve post-launch performance.
Required Skills
Product managementAI/ML product experienceVoice bot / conversational AIRoadmap ownershipCustomer journey mappingMetrics and KPI analysisEvals / evaluation frameworksCross-functional collaborationStructured problem solvingData-driven decision making
Nice to Have
Travel domain experienceE-commerce experienceFintech experienceConsumer internet experienceCustomer servicing experienceOperations automation experienceEngineering backgroundMBA
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