Product Operations – Digital Channels

Airtel

1 - 4 years

Gurugram

Posted: 14/07/2025

Job Description

Hiring for a candidate with customer back thinking and passion to manage and improve operational processes of digital products at Airtel, with aim to meet product and business goals of improving self-serve and reducing churn.

 

Role and Responsibilities -

You will be custodian of customer experience of Airtel's digital channels, primarily for Help and Chat section on Airtel App

You will be customer voice while conceptualising a new product or enhancing exiting ones

You will define and own customer support journeys on digital and assisted channels, improving discoverability of Help and ensuring online solve

You will everyday listen to customer voice at different touchpoints and manage the product operations by spotting and eliminating process inefficiencies

You will work with CFT involving business, engineering, product, and experience stakeholders and drive the strategy to meet the business goals

 

Skillset -

Ability to learn and thrive in a fast-paced and ever-changing environment

Ability to prioritise and manage multiple tracks at hand

Attention to detail and ability to spot process inefficiencies

Excellent communication and collaboration skills

Analytical skills to interpret and extract insights from data

1-4 years of experience in managing digital channels operations (Help/Chatbot) is a plus

About Company

Bharti Airtel is a leading telecom service provider in India and across Africa. It offers mobile, broadband, DTH, and enterprise solutions to millions of customers. Airtel is also investing in 5G, cloud services, and digital content platforms.

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