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Digital Product Manager - Customer Experience & Transformation

Digital Product Manager - Customer Experience & Transformation

Mahindra

4 - 9 years

6 - 11 Lacs

Mumbai

Posted:6 hours ago| Platform:

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Skills Required

Product management Process automation Change management Operational excellence Analytical Agile Customer service CRM Salesforce Business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Digital Transformation & Innovation

- Lead high-impact digital initiatives focused on customer experience, process automation, and operational excellence.
- Identify opportunities for digitization across touchpoints and translate them into actionable product roadmaps. - Collaborate with internal teams (IT, CX, business operations) and external partners (startups, vendors, tech providers) to conceptualize and deliver scalable digital solutions. - Own the evaluation and implementation of digital platforms and tools to drive efficiency and innovation.

Customer Experience & Service Cloud Integration

- Partner with CRM and customer service teams to enhance use of Salesforce Service Cloud, including modules like Knowledge Management, Omni-Channel, Service Console, and Live Agent.
- Support initiatives that drive faster case resolution, better feedback loops, and more intuitive service workflows. - Utilize service cloud insights to identify pain points in the customer lifecycle and ideate improvements.

Product Management & Execution

- Manage digital products across their lifecycle from ideation to design, development, launch, and optimization.
- Apply Agile methodologies to plan and execute sprints, coordinate with cross-functional teams, and prioritize backlogs. - Set clear KPIs and measure product impact on customer satisfaction, service efficiency, and digital adoption. - Drive user training, enablement, and change management initiatives to support rollouts.

Experience

4+ years

Industry Preferred

Qualifications

MBA

- 4+ years of experience in product management, digital transformation, or customer experience roles.
- Prior experience in Salesforce Service Cloud is a strong plus. - Proven ability to work in fast-paced environments and lead cross-functional teams. - Strong analytical and problem-solving skills with a customer-first mindset. - Excellent communication and interpersonal abilities.

General Requirements

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Mahindra

Automotive, Agribusiness, Aerospace, IT

Mumbai

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Digital Product Manager - Customer Experience & Transformation