Associate Product Manager (Flights) - Post Sales

Role: Associate Product Manager – Flights Post Sales

Location: Gurgaon

About The Function

When it comes to booking a flight, MakeMyTrip is the undisputed leader in the air travel segment. The other well recognized brand under the Go-MMT umbrella is Goibibo , a leading online travel booking platform providing a range of travel options for the user.

The Flights Product team is the backbone of the Go-MMT Air business and creates high positive impact by solving end user problems and identifying areas to generate value across pre-sales and post-sales. Some of the key metrics which we work on are Funnel Conversion, Monetization, Ancillary uptake, and NPS.

Within Flights, the Post Sales charter owns the customer experience after a booking is completed. This includes servicing journeys such as cancellations, date changes, refunds, airline disruptions, web check-in, flight status, add-ons, support, and other booking-management use cases.

The Charter Has Two Core Objectives

• Build simple, reliable and intuitive digital self-service journeys that allow customers to manage their bookings independently.
• Identify relevant opportunities to upsell products and services post booking, helping customers enhance and protect their upcoming trip.
  
  

About The Role

The Incumber will be responsible for owning customer journeys across the post-booking lifecycle — from understanding a customer's servicing need to ensuring that the request is successfully fulfilled. This could include journeys such as cancellation, date change, refunds, airline disruption management, web check-in, flight tracking, baggage, seats, meals, and other post-booking services.

What will you be doing

• Own end-to-end post-sales customer journeys across key servicing use cases such as cancellation, date change, refunds, disruptions, web check-in, flight status and booking management.
• Owning the AI-powered Voice Bot roadmap for the post-sales journey — conceptualizing and building accurate , scalable, and impactful conversational experiences that resolve customer needs autonomously.
• Drive digital adoption of post-sales journeys by improving discoverability, simplifying flows, reducing friction and building customer trust in self-service.
• Track metrics such as digital adoption, self-service completion rate, customer drop-offs, contact rate, agent dependency, resolution rate and customer satisfaction to continuously improve servicing journeys.
• Identify opportunities to reduce customer contacts and agent effort per booking while ensuring that automation does not compromise customer experience or resolution 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, A nalyzing performance continuously, and iterating post-launch to strengthen adoption and experience.
• Owning the AI-powered Voice Bot roadmap for the 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, A nalyzing performance continuously, and iterating post-launch to strengthen adoption and experience.
  
  

Qualification & Experience

• B.Tech or MBA graduates from reputable institutes. Candidates with Engineering background would be preferred
• 1–3 years of experience in product management or e xperience in travel, e-commerce, fintech, consumer internet, customer servicing or operations automation would be an advantage.
• Strong analytical and structured problem-solving skills with the ability to break ambiguous problems into actionable solutions.
  
  

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.