Senior Product Manager, Help Center

Responsibilities

• Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of global customers.
• Improve Automation Rate and CSAT by identifying high-impact opportunities to deflect contacts via better self-service, smarter surfacing, and proactive resolution.
• Build AI-integrated search and content experiences with ML/LLM partners to enhance relevance, summaries, and contextual Quick Actions.
• Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.
• Define and track funnel metrics, including Automation Rate, Search AtR, CSAT, and escalation rate, and use data to drive prioritization.
• Collaborate with internal platform teams and third-party vendors to keep chat, voice, and agent-tool integrations seamless and current.

Requirements

• 5+ years of product management experience owning customer-facing surfaces, content platforms, or self-service products.
• Experience building or improving search, knowledge management, or self-service, ideally with AI/ML-powered search, recommendations, or retrieval-augmented generation (RAG).
• Proven ability to define and use support and self-service metrics, including automation, deflection, CSAT, and escalation, to inform decisions.
• Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.
• Experience with Help Center or knowledge base platforms such as Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS and support tooling.
• Ability to use generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Compensation and Benefits

• Annual base salary: ₹6,612,600 INR.
• Total compensation may also include equity and bonus eligibility.
• Benefits include medical, dental, and vision coverage.