Product Manager-Digital Transformation Delivery-Customer Experience

Job Purpose

Roles and Responsibilities

• Identify service peaks and solutions to reduce calls, complaints, average handle time, and service-level issues.
• Optimize service requests, calls, queries, and complaints on Salesforce.
• Track calls, emails, and social media escalations transparently across lines of business.
• Create a workbench across servicing channels to standardize customer experience.
• Design straight-through journeys and eliminate manual spreadsheets, bulk uploads, and unnecessary support dependencies.
• Integrate service events and landing issues so requests can be created automatically with relevant context.
• Improve first-contact resolution through automated journeys and processes resolved within 30 minutes.
• Manage knowledge, agent scripts, SOPs, and digital adoption for customer self-service.
• Coordinate cadences with platform owners, CX, service, training, controls, loan center, quality, and BI teams.
• Support PMO activities and governance processes, including operating meetings and pre-operating meetings.
• Recommend process and policy improvements to improve service efficiency and customer satisfaction.

Qualifications and Experience

• Two to five years of relevant experience is required.
• A bachelor's degree in Commerce, Science, Arts, Business and Insurance, or Management Studies is listed.
• Postgraduate qualifications such as an MBA, M.Com, or M.A. are listed as additional educational qualifications.
• Strong product management and analytical skills are required.
• Experience with digital platforms, especially Salesforce, is required.
• The role requires automation, process optimization, stakeholder management, cross-functional collaboration, communication, and team leadership capabilities.

Location

• The listed location is Navi Mumbai, Maharashtra, India.

Employment

• This is a full-time position.