Sarvagram Solutions - Senior Product Manager - Customer Platforms

Description :

- Senior Product Manager - Customer Platforms

- Location : Pune (Baner)

- Product Scope : Customer App, Chatbot, Assisted Journeys, Partner-facing Digital Touchpoints

About the Role :

- This role exists to digitally absorb scale, deflect avoidable interactions, and empower customers without breaking trust.

- Your mission : move work from humans to systems - responsibly.

Key Responsibilities :

1. Digital Product Strategy & Ownership

Own the roadmap for :

a. Customer App

b. Chatbot & assisted digital journeys

c. Self-service capabilities

- Identify what must go digital vs what must remain high-touch.

- Design digital flows that work for rural, semi-literate, trust-sensitive users.

2. Customer & Field-Led Discovery

Analyze :

a. Customer support tickets

b. Call center transcripts

c. Field team escalations

Spend time with :

a. Branch staff

b. Relationship Managers

c. Customers (directly or via field)

- Translate repeated questions, confusion, and delays into product features, not FAQs.

3. Backlog Creation & Business Prioritization

Build and prioritize backlog based on :

a. Reduction in field dependency

b. Reduction in support volume

c. Customer success & adoption

d. Balance short-term deflection wins with long-term platform quality.

4. Data, Funnels & Adoption Metrics

Define and track :

a. Funnel drop-offs

b. Self-service success rates

c. Chatbot containment %

d. Feature adoption

- Use data to continuously refine journeys and justify roadmap decisions.

5. Regulatory-Safe Customer Journeys

Ensure all digital journeys comply with :

a. RBI customer communication norms

b. Consent, disclosures, auditability

- Work closely with Compliance to design safe-by-default digital flows.

6. Partner-Integrated Experiences

Own customer-facing journeys involving :

a. KYC partners

b. Credit bureaus

c. Payment gateways

- Design fallback, retry, and exception handling to avoid field escalations.

- Ensure partner issues dont degrade customer trust.

This role is NOT for you if

- You design features without understanding ground realities.

- You optimize for app metrics while increasing ops pain.

- You believe digitization is only UI/UX, not workflow redesign.

Requirements :

- 6-10+ years in Product Management, preferably consumer fintech, lending, or scale platforms.

- Proven experience building self-service or assisted digital products.

- Strong intuition for customer behaviour + data-backed decision-making.

- Ability to simplify complexity without oversimplifying compliance.

- Comfort working across Product, Design, Tech, Support, Ops, and Field teams.

Benefits :

- SarvaGram is on a mission to revolutionize financial services for millions in rural India.

- We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households.

- This is your chance to be at the forefront of innovation.

Join us and :

Shape the future of FinTech : We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.

Embrace a high-growth, high-impact environment : This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.

Tackle real-world challenges : Apply your skills to solve critical problems and directly empower rural communities.

Craft solutions that touch lives : Develop innovative products used by diverse household members, each with unique needs