Senior Product Manager - Customer Platforms

Senior Product Manager - Customer Platforms Location: Pune (Baner) Product Scope: Customer App, Chatbot, Assisted Journeys, Partner-facing Digital Touchpoints About the Role This role exists to digitally absorb scale, deflect avoidable interactions, and empower customers without breaking trust. Your mission: move work from humans to systems - responsibly. Key Responsibilities 1. Digital Product Strategy & Ownership Own the roadmap for: Customer App Chatbot & assisted digital journeys Self-service capabilities Identify what must go digital vs what must remain high-touch. Design digital flows that work for rural, semi-literate, trust-sensitive users. 2. Customer & Field-Led Discovery Analyze: Customer support tickets Call center transcripts Field team escalations Spend time with: Branch staff Relationship Managers Customers (directly or via field) Translate repeated questions, confusion, and delays into product features, not FAQs. 3. Backlog Creation & Business Prioritizati...