MakeMyTrip - Product Manager - Cabs Segment - IIM/ISB/FMS/MDI

Product Manager - Cabs

About the Opportunity:

Role - Product Manager

Level - Deputy Manager

Location - Bangalore

Reporting to - Associate Director - Product Management

About the function :

Go-MMT Cabs is a top player in the organized cab-hailing industry, setting new standards in service and quality. Whether for business or leisure, we ensure a reliable and comfortable experience for every ride. Our commitment to excellence makes us the go-to choice for planned travel. Go-MMT Cabs is committed to providing exceptional transportation solutions, currently focusing on three key areas:

Outstation Cab Hires:

Our outstation product enables customers to plan and book intercity cab services across more than 40,000 routes. With options for multi-day rentals, we offer flexibility and convenience for all the travel needs.

Airport Transfers:

We provide seamless airport transfer services connecting cities to airports and vice versa. Operating in over 75 cities across India and 600+ international airports, our service is backed by industry-leading fulfillment and customer satisfaction (NPS). Leveraging our expertise in flights and travel, we deliver an elevated cab booking experience through innovative, industry-first products.

Local Cab Rentals:

- Our local cab rental service offers time-based (hourly) rentals, providing dedicated availability and flexibility for consumers looking to navigate within their local city. This service caters to various travel needs, whether for errands, business, or leisure.

- At Go-MMT Cabs, we strive to redefine the cab booking experience, ensuring reliability, convenience, and customer satisfaction at every step.

About the role :

- This role is dedicated to enhancing the post-booking experience for users of cab services through MakeMyTrip and Goibibo.

- It covers the entire journey from booking confirmation to journey completion or cancellation, ensuring a seamless and satisfying customer experience.

- You will analyze user interactions, identify pain points, and implement improvements to maximize both customer satisfaction and operational efficiency.

What you'll be doing :

- This Product Manager will focus on delivering exceptional post-booking experience for customers in the cab services of MakeMyTrip and Goibibo. Key responsibilities include:

Pain Point Identification:

- Understand User Issues: Analyze the root causes of NPS detractors, driver calls, and user cancellations, addressing both technical/product and supply-related challenges.

Pain Point Sizing and Prioritization:

- Impact Assessment: Quantify problems and prioritize use cases based on ROI, ensuring efforts are focused on maximizing impact and minimizing noise.

Metrics Driven:

- Data Analysis: Stay informed about key metrics and trends, including NPS, call ratios, user cancellation rates, and repeat rates to guide decision-making.

Tracking and Instrumentation;

- User Experience Monitoring: Utilize front-end analytics tools like Omniture and Google Analytics to track user experiences and identify areas for improvement.

Excellent Execution:

- Project Management: Lead key post-sales initiatives for both brands, ensuring timely project delivery.

Scrum Management:

- Daily Stand-Ups: Facilitate daily stand-up meetings to keep the team accountable and aligned on the delivery plan.

- Documentation: Maintain meticulous and timely documentation, including product requirement documents, designs, and HTMLs.

- Sprint Planning and Execution: Plan detailed tasks and align with engineering leads and the rest of the team for effective execution.

Multi-team Collaboration:

- Cross-Functional Engagement: Collaborate with various teams, including product, engineering, cab demand and supply, post-sales common product, Mydesk, MO finance, and post-sales engineering, to align and drive projects across multiple functions.

Customer Contact Centre Liaison:

- Pulse on Issues: Work closely with the Customer Contact Centre team to stay informed about top problems and escalations, ensuring that customer feedback is incorporated into ongoing improvements.

- This role is vital for enhancing customer satisfaction and driving operational success in the cab services domain.

Qualification & Experience : MBA, preferably from Tier I institutes (Engineering background is plus) with 2-4 years of Product management experience.