Product Manager - Conversational AI

Job Requirements

Role/ Job Title: Product Manager - Conversational AI

Function/ Department: Enterprise Conversational AI

Job Purpose

The Product Manager will play a critical role in operationalizing the Conversational AI agenda for retail assets at IDFC First Bank. The candidate will focus on SOP creation, journey imagination, and structured problem discovery to ensure lending journeys on WhatsApp and voice channels are seamless, compliant, and customer-first.

Roles & Responsibilities

SOP Creation & Governance:

• Draft, update, and maintain Standard Operating Procedures (SOPs) for conversational workflows across respective journeys.
• Map regulatory guardrails, escalation matrices, and exception-handling rules into clear documentation.
• Ensure adherence to SOPs across squads and identify areas requiring tighter controls.
  
  

• Break down processes into simplified conversational steps with customer-friendly flows.
• Collaborate with design teams to map out alternate paths, edge cases, and fallback journeys.
• Prototype conversational journeys for new use cases and validate them through pilot runs.
  
  

• Analyze transcripts, drop-offs, and feedback to identify recurring customer pain points.
• Conduct journey audits to surface friction areas and highlight missed opportunities.
• Feed discovered problems into the product backlog with detailed business context.
  
  

• Partner with prompt engineers to draft and refine prompts for intents related to the domain.
• Validate prompts against SOPs, compliance needs, and customer experience benchmarks.
• Flag hallucination risks, data gaps, and ambiguous language in AI responses.
  
  

• Track containment, resolution, and adoption KPIs for domain-specific journeys.
• Build and maintain reporting dashboards to monitor performance against benchmarks.
• Present weekly insights to the Functional Head for prioritization and improvement.
  
  

• Liaise with tech, product, compliance, and operations to execute enhancements.
• Support sprint grooming, UAT cycles, and regression testing of domain-specific journeys.
• Coordinate with business and marketing teams to align on adoption and engagement drives.