Associate Product Manager – Voice AI

About the role

The Associate Product Manager – Voice AI will work closely with the AVP Digital to oversee Level‑1 (L1) support queries, ensure timely ticket resolution, and drive the creation of dashboards and adoption reports for digital tools.

Key responsibilities

• Manage L1 support tickets, allocate engineers for HDFC and non‑HDFC channels, and ensure all calls are answered.
• Coordinate with L2 engineers to achieve timely closure of all queries.
• Design and publish dashboards and MIS reports that track system usage and adoption rates.
• Liaise with the Central MIS team to obtain usage data for various digital tools.
• Monitor usage analytics, engage end‑users proactively, and initiate corrective actions or escalations as needed.
• Prepare presentations for steering committees and schedule intervention meetings with channel leadership.

Required profile

• Strong analytical mindset with experience handling L1 support operations.
• Proficiency in creating and maintaining dashboards and MIS reports.
• Ability to work cross‑functionally with engineering, MIS, and business stakeholders.
• Excellent communication skills for engaging end‑users and senior leadership.

Required skills

• MS Excel (including Pivot tables, VLOOKUP, and Macros)