Job Description
Overview
Product Lead - CX at Scapia, responsible for owning and designing the end‑to‑end customer service experience across all channels, leveraging AI/LLM technology and empowering associate teams.
Experience
8+ years
Responsibilities
- Design the full service experience and set delight standards across Scapia’s product lines
- Build AI‑native service flows and ship AI agents that resolve customer issues end‑to‑end
- Create AI‑powered tools that super‑charge human associates for faster, more empathetic support
- Develop proactive service and a Voice‑of‑Customer platform that turns feedback into product action
- Design scalable, efficient solutions and co‑own the CX P&L with operations leaders
Eligibility
- 8+ years product management experience, leading large‑scale complex products
- Strong consumer‑first mindset and operational excellence in workflow optimization
- Practical knowledge of AI/LLMs and ability to build real‑world AI products
- Proven ability to influence cross‑functional stakeholders without hierarchy
- Experience mentoring product managers (optional)
- Education: N/A
Skills
Product ManagementAILLMsCustomer ExperienceStrategic Planning
About Company
Scapia is a travel‑focused fintech card that converts everyday spend into travel experiences, aiming to deliver legendary, AI‑enhanced customer service across India.
