Role: Product Management
Level: RL 3/RL 4
Reporting To: AD - Product Manager
Location: Gurugram
About The Function
The Product Management function at MakeMyTrip sits at the core of how we build, scale, and reimagine travel. By bringing together technology, data, design, and business insight, it creates seamless experiences for millions of travelers across discovery, personalization, payments, and loyalty.
Our PM teams act as mini-CEOs — shaping strategy, translating insights into impact, and pushing the boundaries of travel tech to make MMT a truly product-first organization.
Within this, myBiz — MakeMyTrip's comprehensive business travel suite — is redefining how organizations manage corporate travel end to end. The Post Sales charter focuses on everything that happens after a booking is made: servicing, support, modifications, and issue resolution, ensuring corporate travelers and travel admins get a fast, reliable, and delightful experience at every step.
About The Role
The Product Manager role for myBiz Post Sales is centered around building high-impact, AI-led solutions that transform how corporate travelers are serviced after booking. The incumbent will own the Voice Bot and conversational AI experience within the post-sales journey — driving automation, deflection, and quality across customer interactions.
A core focus of this role is leveraging AI to power the Voice Bot, systematically measuring and improving its quality through evaluation frameworks (Evals) and customer frustration scoring, and continuously expanding the range of use cases the bot can resolve autonomously. A key success metric is measuring actual agent handoff and consistently reducing it through smarter, higher-quality automation.
This role demands a strong product mindset, comfort with AI/ML-driven products and data, and close collaboration with business, tech, design, and analytics teams. The Product Manager will be expected to deeply understand post-sales pain points, prioritize impactful initiatives, and deliver outcomes that improve customer experience and operational efficiency for myBiz .
What You'll Be Doing
- Owning the AI-powered Voice Bot roadmap for the myBiz post-sales journey — conceptualizing and building accurate , scalable, and impactful conversational experiences that resolve customer needs autonomously.
- Defining and driving the product vision, strategy, and roadmap for AI-led servicing to deliver measurable improvements in automation, deflection, and customer satisfaction.
- Building and operationalizing Evals (evaluation frameworks) to measure Voice Bot quality, accuracy, and reliability, and driving consistent quality improvements based on these signals.
- Defining, measuring, and improving customer frustration scores across bot interactions, and using these insights to refine flows and responses.
- Measuring actual agent handoff rates and driving initiatives to systematically reduce handoffs through higher-quality automation and expanded coverage.
- Continuously identifying and adding new post-sales use cases for the Voice Bot to handle, expanding automation coverage while maintaining quality.
- Collaborating closely with technology, design, QA, supply, finance, AI/ML, and customer support teams to ensure seamless execution of product releases.
- Owning and tracking key product KPIs, analyzing performance continuously, and iterating post-launch to strengthen adoption and experience.
- Building strong product insights through consistent customer engagement, conversation analysis, market research, and competitive benchmarking.
- Creating a seamless and differentiated service experience for corporate travelers and travel admins within the myBiz ecosystem.
- Demonstrating a passion for data, problem-solving, and simplifying complex experiences to deliver intuitive, high-impact solutions.
Qualification & Experience
- Management graduate from a reputed institute with 1-3 years of experience in a consumer-facing, technology-enabled business or product environment.
- Exposure to AI/ML-driven products, conversational AI, or automation is strongly preferred.
- Strong analytical, problem-solving, and stakeholder management skills.
- Proven ability to thrive in a fast-paced, cross-functional environment.
Key Success Factors for the Role
- Customer Centricity: A deep passion for understanding and improving customer and partner experiences.
- Ownership & Execution: Ability to translate ideas into impactful products through structured execution and cross-functional collaboration.
- Strategic Thinking: Aptitude for building long-term product vision aligned with business goals.
- Analytical Rigor: Data-driven approach to problem-solving and decision-making, especially around Evals, quality metrics, and handoff reduction.
- Innovation & Agility: Eagerness to experiment with AI, learn quickly, and adapt solutions to dynamic market needs.
- Communication & Influence: Strong ability to articulate product vision and rally teams around shared outcomes.
About Us
Nurtured from the seed of a single idea to empower the traveller with easy & instant travel bookings providing comprehensive choices, MakeMyTrip is a pioneer in India's online travel space. Founded by Deep Kalra in the year 2000, MakeMyTrip began its journey by serving the US-India travel market with best-value products & services, powered by robust technology and round-the-clock customer support.
After successfully consolidating its position as a customer-first brand, known for its reliability and transparency, MakeMyTrip launched its India operations in 2005.
Over the years, we have partnered with many leading brands from the aviation & hospitality industries. What makes our story even stronger is the performance of our newly launched segments, like myBiz — our comprehensive business travel suite — and myPartner , an exclusive platform for travel agents.
