AM Product Operations CX

Job Description

📌 Position

Assistant Manager – Product Operations (Customer Experience)

📍 Location: Bengaluru (On-site)

🕒 Type: Full-time

🚀 About the Role

This is a cross-functional role within PhonePe’s Customer Experience (CX) team, focused on enhancing customer journeys, resolving pain points, and collaborating with Product, Tech, and Business teams to optimize user experience — particularly for the Insurance category on the PhonePe app.

🔍 Key Responsibilities

• Own and enhance the customer journey: Identify and fix user experience pain points across the app.
• Improve product flows: Collaborate with Product team to streamline insurance-related journeys.
• Design intuitive support: Reduce user effort and support costs through smarter flows and self-service.
• Leverage data for growth: Analyze drop-offs, customer feedback, and tickets to surface insights.
• Proactive problem solving: Reduce ticket volumes and systemic issues via root cause analysis (RCA).
• Drive cross-functional collaboration: Work closely with Tech, Product, and Business stakeholders.
• Promote continuous improvement: Use data and first-principles thinking to lead new CX projects.
• Identify systemic gaps: Deep-dive into platform architecture to spot and solve recurring problems.
  
  

• Educational background: MBA or Tech Graduate from Tier 1/2 institutes.
• Experience: 3+ years in product ops, preferably in fintech or insurance.
• Skills:
• Strong data analysis (quantitative + qualitative)
• Experience with RCA and customer journey mapping
• High customer centricity and structured problem-solving mindset
• Effective stakeholder management and presentation skills
• Bonus: Prior experience in product-based startups is a plus.
  
  

• Insurance: Medical, Accidental, Life, Critical Illness
• Wellness: Employee Assistance Program, Emergency Support
• Parental Support: Maternity, Paternity, Adoption, Day-care
• Mobility: Relocation and travel policies
• Retirement: PF, NPS, Gratuity
• Other: Higher Education Assistance, Car Lease, Salary Advance Policy
  
  

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