Senior Product Manager - Customer Platforms

About the Role

This role exists to absorb scale digitally, deflect avoidable interactions, and empower customers without breaking trust.

Your mission: move work from humans to systems - responsibly.

Product Scope: Customer App, Chatbot, Assisted Journeys, Partner -facing Digital Touchpoints

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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 don’t 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 redesign.

Requirements

● 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