About the Role
ServiceOS is ACKO's in-house Field Service Management (FSM) platform powering agent allocation, scheduling, and execution across use cases like Vehicle Pick-up & Drop, Inspections, RSA, Dashcam delivery & installation, and more. As a Senior Product Manager, you will own the vision, roadmap, and execution for ServiceOS – balancing efficiency (utilization, SLA adherence, cost per task) with scalability (new service types, gig workforce, partner integrations).
You will work at the intersection of product, operations, data, and engineering to ensure ServiceOS becomes a mission-critical system that enables ACKO to deliver fast, reliable, and cost-efficient services to millions of customers.
Key Responsibilities
Product Strategy & Roadmap
- Define and own the roadmap for ServiceOS across scheduling, allocation, dynamic calendars, forecasting, agent experience, and customer experience.
- Prioritize between efficiency improvements (utilization, SLA compliance) and new service onboarding (Dashcam, PUD variants, partner integrations).
Platform Development
- Drive the design of dynamic calendar & real-time allocation engines to recapture idle capacity and reduce travel waste.
- Build forecasting capabilities (zone × task-type × hour) to proactively balance demand and supply.
- Develop agent lifecycle modules: onboarding with KYC, training & certification, incentives & payroll, leave/shift management.
- Shape customer-facing capabilities: dynamic slot surfacing, seamless reschedules, and live tracking.
Cross-functional Leadership
- Partner with Operations to understand ground challenges and translate them into scalable product solutions.
- Work with Engineering & Data Science to design high-availability systems, routing algorithms, and predictive models.
- Collaborate with Finance to integrate payouts, refunds, and fin-ops transparency into ServiceOS.
Metrics Ownership
- Drive improvements in:
- Agent Utilization
- Idle Recapture Rate
- SLA Compliance
- Cross-utilization
- Customer Cancellation Rate
Stakeholder Management
- Act as the product owner for ServiceOS, interfacing with leadership on roadmap, progress, and impact.
- Represent ServiceOS across internal platforms (OneView, ACKO app/web) to ensure smooth integration.
Relevant Experience & Skills
- Experience: 6–10 years, with at least 4–5 years in product management. Background in logistics, mobility, e-commerce ops platforms, supply chain tech, or FSM tools strongly preferred.
- Technical acumen: Comfortable with routing/optimization concepts (VRP, ETA models), demand forecasting, and event-driven systems.
- Analytical mindset: Data-first approach; skilled at building business cases, defining KPIs, and running experiments.
- Execution: Proven ability to ship complex platform products balancing multiple stakeholders.
- User empathy: Ability to design experiences for both field agents (mobile-first, low-friction) and customers (transparent slots, reschedules).
- Leadership: Strong cross-functional influence; ability to align ops, engg, data, and finance on a shared roadmap.
Why Join Us
- Own a mission-critical platform at scale (million transactions annually).
- Solve real-world logistics & service design problems in India's fast-growing D2C insurance ecosystem.
- Be at the forefront of building a service OS that blends gig economy dynamics, predictive data models, and seamless customer experiences.
