Technical Product Manager (B2C product)

Role: Technical Product Manager (B2C)
Location: Pune | Work Mode: Onsite
Experience: 4–8 Years
About the Role:
We are looking for a Technical Product Manager to own and scale key B2C operational journeys, with a primary focus on Tower Control, real-time transaction monitoring, and end-to-end vendor management.
The role will sit at the intersection of Product, Operations, Engineering, and external vendors, owning the complete lifecycle from product requirements and system workflows to operational execution, vendor performance, SLA adherence, and continuous improvement.
The ideal candidate should be comfortable working in a high-volume, operationally intensive B2C environment, managing multiple stakeholders and vendors while using data to identify bottlenecks and improve customer experience.
Key Responsibilities:
Own the product and operational roadmap for Tower Control and B2C transaction journeys.
Build and manage systems for real-time monitoring, exception management, escalation, and resolution of customer transactions.
Own the end-to-end vendor lifecycle — onboarding, integration, performance monitoring, SLA management, issue resolution, governance, and offboarding.
Define and monitor vendor SLAs, KPIs, TATs, quality metrics, failure rates, and operational performance.
Work closely with Engineering and vendors to define APIs, workflows, integrations, business rules, and system requirements.
Create PRDs, user stories, process flows, acceptance criteria, and detailed product requirements.
Identify operational bottlenecks through data and build product solutions to improve TAT, success rates, automation, and customer experience.
Establish dashboards and monitoring mechanisms for vendor and transaction-level performance.
Drive root-cause analysis for transaction failures, vendor downtime, API failures, operational exceptions, and customer-impacting issues.
Define escalation mechanisms and ensure timely resolution of critical incidents.
Coordinate with Engineering, Operations, Customer Support, Finance, Compliance, and external vendors to resolve cross-functional issues.
Manage vendor reviews, performance governance, issue tracking, and periodic business reviews.
Identify opportunities to automate manual operational processes and reduce dependency on human intervention.
Prioritize product enhancements based on customer impact, operational efficiency, business value, and technical feasibility.
Conduct UAT, release validation, and post-release monitoring.
Track product metrics and continuously improve the B2C customer journey.
Ensure documentation of processes, vendor contracts/SOPs, SLAs, escalation matrices, and operational workflows.
Requirements:
4–8 years of experience in Product Management / Technical Product Management / Product Operations.
Strong experience working on B2C products or high-volume consumer journeys.
Proven experience managing external vendors/service providers end-to-end.
Experience owning vendor SLAs, KPIs, TAT, quality, escalations, and performance governance.
Strong understanding of API-based products, third-party integrations, system workflows, and technical dependencies.
Experience working closely with Engineering teams and translating business/operational requirements into technical product requirements.
Strong understanding of product analytics, dashboards, funnels, transaction monitoring, and operational metrics.
Ability to perform root-cause analysis and drive resolution of production and operational issues.
Strong knowledge of Agile product development, Jira, PRDs, user stories, UAT, and release management.
Excellent stakeholder management skills, with the ability to work across Engineering, Operations, Business, Support, Finance, Compliance, and external vendors.
Strong analytical and problem-solving skills.
Ability to operate effectively in a fast-paced, highly operational environment with multiple concurrent priorities.
Good to Have:
Experience in FinTech, InsurTech, Mobility, Travel, Logistics, E-commerce, Payments, or other transaction-heavy B2C businesses.
Experience managing multiple technology/operations vendors simultaneously.
Experience with API monitoring, webhooks, queues, third-party integrations, and transaction orchestration.
Experience building or managing control towers / command centres / real-time operational dashboards.
SQL/data analysis experience.
Experience with automation and reducing manual operational workflows.
Apply or send resumes at rutuja.bhailume@zoop.one

Work arrangement
No