Technical Platform Product Manager -Product & Platform Engineering

Genpact services customer operations at enormous scale—tens of millions of voice, chat, email and ticket interactions a year—in regulated, audit-intensive industries including banking, insurance and healthcare. Agentic CX is Genpact's point of view on where customer operations are heading autonomous agents that don't just assist a human, but reason through a customer situation, decide the outcome and execute it end-to-end, escalating only the exceptions a human genuinely needs to see.
Genpact does not build the underlying conversational AI runtime. We partner with leading CCaaS and agentic platforms (Genesys, AWS Connect, NiCE, Observe.AI and others) and own the layer that makes their platforms enterprise-ready: decades of process intelligence, exception logic and governance, encoded into four IP assets—CX Intelligence tailored for CX (powered by Process intelligence core), CX Assure, CX Insights and CX Integrate. Platform from partners; outcome ownership from Genpact.
Inviting applications for the role of Technical Platform Product Manager -Product & Platform Engineering!
Role Summary
The most senior individual-contributor product management role, responsible for the strategic direction, development, and business of a major service or a portfolio of services used by customers ranging from single engineers to large enterprises. Principal PMT-ES Product Managers are trusted members of organizational leadership who define 3–5 year vision and roadmaps, own pricing and go-to-market strategy, and are typically assigned where the business opportunity or technology strategy is not yet defined. They operate with complete independence as single-threaded owners, influence customer and internal engineering roadmaps, and may own P&L.
Key Responsibilities
Own the strategic direction (business and technology), development, and business aspects of a major service or a portfolio of services used by a wide spectrum of customers, from startups to enterprises, typically working with multiple engineering teams
Operate with complete independence on initiatives where the business opportunity, product strategy, or even the problem itself is not yet defined, and drive clarity
Define the strategic vision and long-term roadmap for strategic service initiatives, and drive teams to execute on it across business verticals and market segments
Own positioning, go-to-market strategy, and pricing strategy; may own product marketing strategy (branding, promotions, deals) and Profit/Loss (P/L)
Own end-to-end service experience: customer engagement, PR/FAQ and requirements definition, CX design, compliance, feature priority, messaging, and reliability
Identify opportunities to accelerate customer business success, and anticipate customers’ future growth, turning those signals into viable long-term business opportunities
Construct a portfolio of service offerings by generalizing gaps across customers and technology segments to drive new and improved services
Handle significantly complex product management scenarios, make the case for investment, and prioritize initiatives for maximum impact with minimal resources
Own service dependencies and endemic customer-facing problems, and drive improvements in architecture, quality, testability, maintainability, and efficiency
Apply deep knowledge of core systems in one technology domain, or broad knowledge across several, to evaluate engineering alternatives and customer architectures, and to decompose complex propositions into straightforward solutions
Own answering the majority of domain-specific technical questions from customer and partner engineering teams, including service dependencies
Partner with account teams and customer technical decision-makers, from single engineers to CTOs/CIOs, throughout pre-sales and post-sales engagements to close opportunities and drive sustained adoption; may influence customer engineering practices and culture
Drive strategic communications (decision narratives, investment proposals), technical position papers, and product value propositions for large internal and external audiences, and evangelize the product at industry events
Own customer and executive engagement for critical service issues, perform on-call, handle escalations, and manage customer expectations on performance, reliability, and scalability
Distinguish between one-way and two-way doors, take smart risks, and make it safe for design and technology teams to experiment
Ask the hard questions (Where do we need to invent? Should this product continue to exist?)
Drive joint or cross-organization launches and strategic partnerships across multiple services; influence engineering roadmaps and priorities, internally and externally
Create mechanisms (training, measurements, audit and reporting of CX, business ROI, and product performance/compliance) and predictable process paths that ensure long-term service success, and streamline or eliminate excess process in coordination with SDM/TPM
Serve as a trusted member of organizational leadership, typically advising a Director or GM, and drive executive-level escalations with strong judgment
Develop the PMT community: recruit and interview for Genpact, mentor PMTs, TPMs, and SDMs, present at internal conferences, and perform Principal PMT and PMT-ES tech promotion assessments
Qualifications
MBA preferred, plus tenured years of product engineering experience
Meets the L6 and L7 PMT-ES Tech Bar
Track record of owning the business and product definition for a major service or suite of services, with noteworthy results (e.g., significant customer value through cost reduction, performance improvement, or innovation; industry impact; sustained competitive advantage; global customer base)
Deep knowledge of core systems in one technology domain and/or broad understanding of technologies across multiple domains, with fluency in technical alternatives and their trade-offs
Demonstrated experience handling significantly complex product management scenarios with conflicting constraints and long-term impact
Experience owning pricing strategy, go-to-market strategy, and ideally P/L
Experience authoring technical position papers, decision narratives, and investment proposals, and engaging technical executives (CTO/CIO level)
Proven ability to build consensus, align large customers and teams, and influence the roadmaps of other leaders and organizations without direct authority
Strong judgment in distinguishing one-way from two-way doors and in driving executive-level escalations
Track record of recruiting, mentoring, and developing PMTs, TPMs, and SDMs and contributing to the broader product management community
Why Join Now
Agentic CX is a newly defined, fast-moving priority for Genpact, backed by a dedicated CX engineering capability being built through targeted hiring. You'll help define how Genpact deploys autonomous agents at enterprise scale, working on live client engagements from day one rather than a roadmap slide.

Skills
AWS, Product Management

Experience
5+ yrs

Work arrangement
No