Product Manager - CX Strategy
About the job
Role Overview As the Product Manager - CX Strategy, you will own the vision, roadmap, and execution for customer experience across the entire journey. You'll collaborate with product, tech, marketing, and operations to design experiences that delight, retain, and grow our customer base. Your role will be at the intersection of product thinking, customer insights, and business strategy. Key Responsibilities - Own CX & CRM Product Strategy: Define the end-to-end customer experience vision across touchpoints (calling + messaging) and translate it into a CRM product roadmap that maximizes retention and NPS while lowering cost-to-serve. - Communication Journey Strategy & Economics: Architect the lifecycle communication strategy (channels, cadence, personalization logic, template frameworks) to drive outcomes at optimal unit economics; set guardrails for frequency, costs, and ROI by cohort. - Process Design, Automation & AI: Reimagine calling and engagement workflows, embed automation and AI for routing, assist, and QA, and institutionalize scalable processes that improve speed, consistency, and efficiency. - Quality Systems & Governance: Establish conversation standards and QA policies (including AI-assisted monitoring), ensure compliance and data hygiene, and run continuous improvement loops into playbooks, training, and product changes. - Metrics, Experimentation & Change Management: Own north-star and input KPIs; lead disciplined testing and RCA; prioritize highest-ROI bets; and drive cross-functional delivery with Tech, Analytics, Ops, and the execution teams to secure adoption at scale. Requirements - Strong academic pedigree (Tier-1 institutes preferred). - 3+ years of experience in product management, strategy, or CX-focused roles, ideally in a startup environment. - Strong analytical skills with the ability to convert data into actionable insights. - Excellent communication, problem-solving, and stakeholder management skills. - Passion for understanding customers and creating exceptional experiences. - Ability to work in fast-paced, ambiguous environments and deliver results. What We Offer - High ownership, visibility, and impact across the organization. - Competitive compensation and career growth opportunities. - Data-driven decision making - Fun and enthusiastic work culture.
About the company
Traya is an Indian direct-to-consumer hair care platform that provides a holistic treatment for individuals experiencing hair loss. Through personalized consultations, we identify the root cause of hair fall using a combination of Ayurveda, Allopathy, and Nutrition. Our unique diagnostic platform, combined with medically trained hair coaches and proprietary tech, ensures customers receive customized solutions delivered right to their doorstep - and the ongoing guidance they need to stay on track.
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