Associate Manager, Product Operations (CX)

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

About PhonePe

PhonePe Group is India’s leading fintech company. Its flagship product, the PhonePe digital payments app, was launched in Aug 2016. Within a short period of time, the company has scaled rapidly to become India’s leading consumer payments app. On the back of its leadership in digital payments, PhonePe Group has expanded into financial services - Insurance, Lending, & Wealth as well as new consumer tech businesses - Pincode and Indus Appstore.

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about technology is a big part of being at PhonePe. 

The customer experience team at PhonePe takes full ownership of a customer’s journey on the app, identifies opportunities for it to be better based on customers’ voice, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of ‘Customer First’ is how we execute on our vision to be best in class.

The Role:

As an AM for Product Operations in our Customer Experience (CX) team, you'll be instrumental in shaping seamless and intuitive experiences for our users. You'll bridge the gap between product development and customer satisfaction, driving improvements that enhance our insurance offerings on the PhonePe app.

Key Responsibilities

• Elevate the Customer Journey: Own the end-to-end customer experience, proactively identifying pain points and collaborating with stakeholders to implement scalable improvements across all touchpoints.
• Optimize Product Flows: Partner closely with the Product team to refine the user journey for insurance on the PhonePe app, ensuring a smooth and effortless digital experience.
• Design Intuitive Support: Anticipate user challenges  and design proactive, intuitive support journeys that optimize for both user satisfaction and cost efficiency.
• Drive Growth through Insights: Collaborate with the Business team to identify upsell and cross-sell opportunities by analyzing user drop-offs and extracting key insights from customer feedback and support tickets.
• Proactive Issue Resolution: Implement strategies for issue prevention and reduce the need for customers to contact support, directly impacting ticket volumes and enhancing self-service capabilities.
• Master System Architecture: Coordinate with Product, Tech, and Business teams to deeply understand platform architecture and data flows, identifying failure points and conducting root cause analyses to resolve systemic issues.
• Data-Driven Improvement: Prioritize improvement opportunities using a blend of quantitative (ticket data, surveys) and qualitative insights, leveraging technology and process enhancements to reduce customer issues and support contacts.
• Innovate & Lead: Champion a culture of curiosity and first-principles thinking, questioning existing norms to ideate and lead new customer experience projects with clear, measurable business impact.
• Systematic Problem-Solving: Apply structured problem-solving methodologies and a disciplined, fact-based approach to conduct thorough Root Cause Analyses (RCAs) and implement lasting solutions.

Ideal Candidate

• An MBA or Tech Graduate from a Tier 1/2 institution with 3+ years of relevant experience
• Experience in the Fintech or Insurance sector is a significant advantage
• Proven ability to manage and influence diverse stakeholders across various teams effectively
• Possesses excellent analytical skills, capable of conducting independent analysis, drawing sound conclusions, and influencing team strategies based on data-driven observations.
• Adept at synthesizing both quantitative and qualitative data to build subject matter expertise and provide actionable insights to business teams, product, and engineering leadership.
• Demonstrates a high degree of customer centricity and a sharp eye for identifying crucial opportunity areas to enhance user experience.
• Outstanding interpersonal and communication skills, with a track record of effectively interacting with and presenting to various stakeholders, including leadership.

Prior experience working in product-based startups is a definite plus.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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