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.
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