Associate Product Manager (Flights)

Role:
Associate
Product Manager
Location:
Gurugram
About the Function
When it comes to booking a flight, MakeMyTrip is the
undisputed leader in the air travel segment. The other well recognized brand
under the Go-MMT umbrella is Goibibo, a leading online travel booking platform
providing a range of travel options for the user.
The Flights Product team is the backbone of the Go-MMT Air
business and creates high positive impact by solving end user problems and
identifying areas to generate value across pre-sales and post-sales. Some of
the key metrics which we work on are Funnel Conversion, Monetization, Ancillary
uptake, and NPS.
Within
Flights, the Post Sales charter owns the customer experience after a booking is
completed. This includes servicing journeys such as cancellations, date
changes, refunds, airline disruptions, web check-in, flight status, add-ons,
support, and other booking-management use cases.
The charter has two core
objectives:
Build simple, reliable and
intuitive digital self-service journeys that allow customers to manage
their bookings independently.
Identify relevant opportunities
to upsell products and services post booking, helping customers enhance
and protect their upcoming trip.
About the Role
The Incumber will be
responsible for owning customer journeys across the post-booking lifecycle —
from understanding a customer's servicing need to ensuring that the request is
successfully fulfilled. This could include journeys such as cancellation, date
change, refunds, airline disruption management, web check-in, flight tracking,
baggage, seats, meals, and other post-booking services.
What will you be doing
Own end-to-end post-sales
customer journeys across key servicing use cases such as cancellation,
date change, refunds, disruptions, web check-in, flight status and booking
management.
Owning the AI-powered Voice Bot
roadmap for the post-sales journey — conceptualizing and building
accurate, scalable, and impactful conversational experiences that resolve
customer needs autonomously.
Drive digital adoption of
post-sales journeys by improving discoverability, simplifying flows,
reducing friction and building customer trust in self-service.
Track metrics such as digital
adoption, self-service completion rate, customer drop-offs, contact rate,
agent dependency, resolution rate and customer satisfaction to
continuously improve servicing journeys.
Identify opportunities to reduce
customer contacts and agent effort per booking while ensuring that
automation does not compromise customer experience or resolution 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.
Owning the AI-powered Voice Bot
roadmap for the 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.
Qualification & Experience
B.Tech or MBA graduates from reputable institutes.
Candidates with Engineering background would be preferred.
1-3 years
of
experience in product management or experience in travel, e-commerce, fintech,
consumer internet, customer servicing or operations automation would be an
advantage.
Strong
analytical and structured problem-solving skills with the ability to break
ambiguous problems into actionable solutions.
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.