Senior Product Manager

Role Overview

Fitment

Responsibilities

• Define and own the product roadmap and KPIs for all Sales & Support platforms across business lines.
• Collaborate with business stakeholders to deeply understand sales & support pain points and translate them into scalable product solutions.
• Define and monitor product success metrics to continuously improve efficiency, NPS, CSAT, and sales conversion rates.
• Responsible for driving key metrics (Calling, NPS, funnel drop-offs) and running experiments to optimize performance and experience.
• Work closely with the PMs, partners, and internal teams to identify areas of opportunity and improvement across the business lines.
• Work with engineering and design to prioritize and ship high-impact features in a fast-paced environment.
• Responsible for ensuring every product release is held to the highest standards of quality as per our product vision by working closely with the QA team
• Build and improve tools such as CRM, Support & ticketing platforms, FAQs, and internal tools to improve team productivity.
• Mentor and manage a team of PMs, guiding their growth and execution quality from problem-solving to execution.
  

Requirements

• Strong customer empathy and ability to put yourself in stakeholders' shoes in areas such as customer journeys, sales, operations, etc.
• Strong understanding of processes and metrics from a business and product perspective.
• Strong critical thinking skills, including the ability to question the status quo and go beyond conventions.
• At least 3 years of full-time experience in product management in a customer-facing role is mandatory.
• Proven experience in building or managing sales, CRM, support, or internal tools products is mandatory.
• Experience working closely with support/sales ops teams and an understanding of contact center workflows is mandatory.
• Strong communication and articulation skills, including verbal and written modes like documentation, process notes, communication templates, etc.
• Prior experience in customer-facing Fintech products, especially lending, is highly preferred.