Senior Product Manager

Overview

Senior Product Manager for Orders & Reservations, owning the product vision, strategy and roadmap for the commerce platform that handles bookings from purchase through cancellation, change, or refund.

What you'll do

• Own the end-to-end product vision, strategy, and roadmap for order management and reservations, translating business and technical goals into measurable outcomes for a highly scalable, business-critical platform
• Partner closely with engineering and architecture teams to design and evolve APIs, distributed systems, and cloud-based integrations that improve orchestration, retry logic, and intelligent routing across the transaction lifecycle
• Drive down Failed Customer Interactions by leading incident learnings, root-cause analysis, defect reduction, and monitoring/alerting improvements in partnership with operations and support teams
• Lead cross-functional delivery across product, engineering, design, analytics, finance, and risk, writing clear PRDs, prioritization frameworks, and delivery plans, and building alignment through executive updates and trade-off discussions
• Explore and apply AI/ML, LLMs, and intelligent automation (e.g., anomaly detection, synthetic monitoring, agent-assisted operations) to proactively catch and prevent booking, payment, and servicing failures
• Use data, dashboards, and experimentation to continuously track purchase, booking, and payment success rates, identifying friction points across the Shop-to-Book-to-Serve journey and prioritizing fixes accordingly

What you'll need

• Min 7+ years of product management experience owning complex, platform-oriented products across booking, orders, reservations, payments, servicing, or transaction lifecycle
• Strong understanding of commerce/booking journeys: supply, payment authorization, fraud, confirmation, cancellations, refunds, and post-booking servicing
• Proven ability to define product vision, strategy, and roadmaps that drive measurable improvements in success, reliability, and cost metrics for large-scale systems
• Strong technical fluency (APIs, distributed systems, data platforms, cloud architectures) and ability to partner effectively with engineering
• Demonstrated cross-functional leadership and stakeholder communication skills, including executive updates and influence without direct authority
• Strong analytical rigor, using data, experimentation, and root-cause analysis to guide decisions and reduce Failed Customer Interactions

Nice to have

• Experience with order management systems, reservation platforms, travel/hospitality commerce, marketplaces, or other high-volume transactional products
• Familiarity with booking and servicing metrics: Purchase Success Rate, Booking Success Rate, Payment Success Rate, authorization success, cancellation rates, refund completion, contact/failure rates
• Experience integrating with suppliers, payment providers, fraud systems, customer-support tools, finance platforms, or external B2B partners
• Experience building or scaling self-service servicing capabilities for cancellations, changes, refunds, and trip management
• Experience driving platform cost optimization, telemetry efficiency, cloud economics, or governance programs
• Software engineering, systems architecture, or computer science background, with ability to engage deeply in technical design discussions
• Experience operating products globally across multiple brands, lines of business, markets, currencies, regulatory environments, or customer segments
• MBA or equivalent business education; technical degree or equivalent technical experience
• Experience in a fast-paced environment balancing customer value, commercial outcomes, platform health, and delivery constraints

Details

• Location: Gurgaon, India