Product Manager Customer Experience Operations

Location: Mumbai, India
Experience: 7+ Years

Function: Product Management | Customer Experience | Contact Center Technology

About the Role

We are looking for a Product Manager Cx Ops to own a product line from strategy and roadmap through execution and launch.

The role will focus on building technology-driven solutions for Customer Operations across Voice, Chat and Email. You will work closely with Engineering, Operations, Clients and Senior Leadership to define product requirements, scope technical solutions, manage releases, and drive product positioning and pricing.

Key Responsibilities

• Own the product strategy, roadmap and execution based on client and business needs.
• Work with Engineering to define requirements, integrations, APIs and data flows.
• Develop product value propositions, pricing and packaging aligned with client outcomes.
• Partner with Engineering and Operations teams to plan and deliver releases.
• Conduct competitive analysis and use market insights to influence product decisions.
• Act as the key product contact for clients, senior stakeholders and internal teams.
• Partner with Marketing on product positioning and go-to-market initiatives.
• Present product strategy, roadmap and business impact to senior leadership.

What Were Looking For

• 7+ years of Product Management experience, with ownership of a product/product line from strategy to launch.
• Strong understanding of Contact Center / Customer Experience technology.
• Experience with CCaaS, IVR, ACD/Routing, WFM, QA and Analytics platforms.
• Working knowledge of APIs, integrations and data flows and the ability to work closely with Engineering.
• Experience in pricing, packaging and competitive analysis.
• Strong stakeholder management skills across clients, Engineering, Operations and senior leadership.
• Excellent communication and presentation skills.

Good to Have

• Experience in Omnichannel Customer Care – Voice, Chat and Email.
• Experience creating or reviewing PRDs / technical requirements.
• MBA or equivalent experience in Business, Strategy or Analytics.
• Experience working in a matrix organization and influencing Engineering priorities.

Interested candidates can apply by sharing their updated CV at [email removed]