Description
- 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
- 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.
- 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.
- Backlog Creation & Business Prioritization
Build And Prioritize Backlog Based On
- Reduction in field dependency
- Reduction in support volume
- Customer success & adoption
- Balance short-term deflection wins with long-term platform quality.
- Data, Funnels & Adoption Metrics
Define And Track
- Funnel drop-offs
- Self-service success rates
- Chatbot containment %
- Feature adoption
- Use data to continuously refine journeys and justify roadmap decisions.
- Regulatory-Safe Customer Journeys
Ensure All Digital Journeys Comply With
- RBI customer communication norms
- Consent, disclosures, auditability
- Work closely with Compliance to design safe-by-default digital flows.
- Partner-Integrated Experiences
Own Customer-facing Journeys Involving
- KYC partners
- Credit bureaus
- Payment gateways
- Design fallback, retry, and exception handling to avoid field escalations.
- Ensure partner issues dont degrade customer trust.
This role is NOT for you if
- You design features without understanding ground realities.
- You optimize for app metrics while increasing ops pain.
- You believe digitization is only UI/UX, not workflow :
- 6-10+ years in Product Management, preferably consumer fintech, lending, or scale platforms.
- Proven experience building self-service or assisted digital products.
- Strong intuition for customer behaviour + data-backed decision-making.
- Ability to simplify complexity without oversimplifying compliance.
- Comfort working across Product, Design, Tech, Support, Ops, and Field teams.
Benefits
- SarvaGram is on a mission to revolutionize financial services for millions in rural India.
- We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households.
- This is your chance to be at the forefront of innovation.
Join Us And
Shape the future of FinTech : We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.
Embrace a high-growth, high-impact environment : This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.
Tackle real-world challenges : Apply your skills to solve critical problems and directly empower rural communities.
Craft solutions that touch lives : Develop innovative products used by diverse household members, each with unique needs
(ref:hirist.tech)
