Associate Product Manager (MyBiz)

Role:
Product Management
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 will you 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, 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.