Product Manager, Conversational AI

Job Requirements

Role/ Job Title: Product Manager - Conversational AI

Function/ Department: Enterprise Conversational AI

Job Purpose

The Product Manager for Credit Cards will support the Credit Cards lead in building and operationalizing conversational journeys across issuance, servicing, billing, and collections. This role will emphasize tactical execution of SOPs, problem discovery, and imaginative journey design to ensure customers have a seamless experience through WhatsApp and voice agents.

Roles & Responsibilities

SOP Creation & Governance:

• Draft, update, and maintain Standard Operating Procedures (SOPs) for conversational workflows across respective journeys.
• Map regulatory guardrails, escalation matrices, and exception-handling rules into clear documentation.
• Ensure adherence to SOPs across squads and identify areas requiring tighter controls.

Journey Imagination & Design Support

• Break down processes into simplified conversational steps with customer-friendly flows.
• Collaborate with design teams to map out alternate paths, edge cases, and fallback journeys.
• Prototype conversational journeys for new use cases and validate them through pilot runs.

Problem Discovery & Continuous Improvement

• Analyze transcripts, drop-offs, and feedback to identify recurring customer pain points.
• Conduct journey audits to surface friction areas and highlight missed opportunities.
• Feed discovered problems into the product backlog with detailed business context.

Prompt & LLM Execution

• Partner with prompt engineers to draft and refine prompts for intents related to the domain.
• Validate prompts against SOPs, compliance needs, and customer experience benchmarks.
• Flag hallucination risks, data gaps, and ambiguous language in AI responses.

Analytics & Tracking

• Track containment, resolution, and adoption KPIs for domain-specific journeys.
• Build and maintain reporting dashboards to monitor performance against benchmarks.
• Present weekly insights to the Functional Head for prioritization and improvement.

Cross-Functional Execution

• Liaise with tech, product, compliance, and operations to execute enhancements.
• Support sprint grooming, UAT cycles, and regression testing of domain-specific journeys.
• Coordinate with business and marketing teams to align on adoption and engagement drives.

Education Qualification

Graduation: Bachelor's degree any relevant stream.

Post-graduation: Any Stream.

Experience: 03 to 05 years of relevant experience in analytics, product support, or testing roles in Retail/D2C banking/fintech space