Senior Product Manager

Location: Bangalore, India

Department: Product

Experience: 4 - 7 Years

About GoKwik

Why This Role Matters

What You’ll Own

Product Strategy & Roadmap

• Own the product vision, strategy, roadmap, and execution for KwikEngage
• Identify high-impact opportunities across conversational commerce, CRM, customer support, and AI
• Translate customer needs and business priorities into clear product outcomes and roadmaps
• Define success metrics and continuously use data, customer insights, and experimentation to improve product performance
• Balance short-term execution with long-term platform and product strategy

Conversational Commerce & Omnichannel Engagement

• Build and scale customer engagement experiences across WhatsApp, Instagram, Facebook, Email, RCS, and Web
• Drive adoption of conversational commerce workflows across merchant use cases
• Build products that improve customer engagement, conversion, retention, and support efficiency
• Identify opportunities to create differentiated experiences across the messaging ecosystem

AI & Conversational Product Experiences

• Own AI-powered product capabilities across chatbots, customer support, CRM, and lifecycle engagement
• Build and iterate on LLM-powered workflows, conversational experiences, and intelligent automation
• Define how AI and human agents work together across customer interactions
• Improve automation and resolution rates while maintaining response quality and customer experience
• Explore emerging AI capabilities and translate them into scalable product experiences

Inbox, Support & Agent Experience

• Own inbox, live chat, ticketing, routing, escalation, and agent workflows
• Build tools that improve agent productivity, response times, and resolution rates
• Design seamless handoffs between AI bots and human agents
• Use product and operational data to continuously improve support workflows

Platform & Integrations

• Own integrations across Meta platforms and other messaging and communication channels
• Partner closely with Engineering to build scalable, reliable, and extensible platform capabilities
• Simplify merchant onboarding, channel configuration, and integration management
• Build platform capabilities that enable rapid development of new engagement use cases

Cross-Functional Leadership & Execution

• Work closely with Engineering, Design, Customer Success, Sales, and Marketing to take products from concept to scale
• Drive product discovery, requirement definition, prioritisation, execution, and launch
• Communicate product decisions, trade-offs, priorities, and progress clearly across stakeholders
• Develop a deep understanding of merchants, end customers, and the broader conversational commerce ecosystem

Who You Are

• 4–7 years of Product Management experience, preferably in B2B SaaS, D2C technology, CRM, customer engagement, or conversational products
• Strong product sense with experience owning customer-facing products end-to-end
• Hands-on experience building or shipping AI/LLM-powered products is mandatory
• Strong understanding of LLMs, conversational AI, chatbot platforms, or AI-driven workflows
• Experience taking AI/ML capabilities from concept to production and measuring their impact
• Prior exposure to conversational commerce, customer support, CRM, or engagement platforms is preferred
• Familiarity with WhatsApp Business APIs, Meta ecosystem, or messaging platforms is a strong plus
• Strong analytical and problem-solving skills, with a data-driven approach to product decisions
• Comfortable working closely with engineering teams and understanding technical trade-offs
• Strong communication and stakeholder management skills
• High ownership mindset with the ability to operate independently in a fast-paced, ambiguous environment

Why GoKwik