Product Manager CX

IFS; Pune District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

IFS is seeking a Product Manager in Pune District, India, to lead the design and delivery of intelligent, autonomous AI agents. This role involves identifying high-impact use cases, collaborating with cross-functional teams, and defining the agent experience. Ideal candidates will have over 5 years in product management, a solid understanding of automation, and experience with technically complex systems. A hybrid work model is offered to enhance work-life balance and engagement.

Qualifications

• 5+ years of product management or startup experience building technically complex, user-facing systems.
• Strong intuition for applied use cases, especially in automation and operations.
• Experience working closely with engineers and researchers on system-level product decisions.

Responsibilities

• Identify and prioritize agent use cases with high ROI.
• Define the agent experience, from delegation to monitoring.
• Collaborate with engineering to align product needs with agent capabilities.

Skills

Product management

Automation

Strong communication

Prioritization

Execution skills

Tools

CRM platforms

AI/ML tools

LangChain

Job description

Job Description

Use Case Discovery & Validation

Identify and prioritize agent use cases with high ROI: operational automation, coordination agents, internal task delegation, etc.

Work with users and stakeholders to understand their workflows, challenges, and trust boundaries.

• Prototype and iterate agent behaviors in production-like environments to validate fit and reliability.
• Experience with Support Tech Stacks: Deep familiarity with CRM and Help Desk platforms like Zendesk, Salesforce Service Cloud, or Jira Service Management.

Product Design and execution

• Define the agent experience -from delegation to monitoring to escalation for real-world scenarios.

Translate use cases into clear product specs: user flows, system interactions, prompts, safety requirements, and interfaces.

• Own the roadmap and ship iteratively: starting small, learning fast, scaling wisely.
• Proven track record of building or optimizing Help Centers, Knowledge Bases, or AI Chatbots that successfully diverted support tickets.

Cross-Functional Collaboration

Collaborate with engineering to align product needs with agent platform capabilities (planning, memory, tool orchestration, retries, etc.).

Partner with AI research to bring experimental features into real-world settings.

Ensure the platform supports the complexity of applied, multi-step, tool-using agents.

Define success metrics around outcomes -time saved, accuracy improved, failures recovered -not just clicks or sessions.

Build product foundations that allow for vertical reuse, system generalization, and long-term scalability.

Qualifications

Minimum Qualifications

5+ years of product management or startup experience building technically complex, user-facing systems

Strong intuition for applied use cases — especially in automation, operations, or real-world workflows

Familiarity with agentic AI patterns and tooling (e.g., LLM agents, tool use, LangChain, OpenAI functions, memory systems)

Experience working closely with engineers and researchers on system-level product decisions

• Strong communication, prioritization, and execution skills

Preferred Qualifications

Exposure to or interest in domains like logistics, field ops, manufacturing, or systems integration

Background in AI/ML infrastructure, developer platforms, robotics, or IIoT

Experience designing for human-in-the-loop or semi-autonomous systems

Hands-on experience with prototyping workflows or agents using modern frameworks (e.g., LangGraph, AutoGen)

We’re building intelligent, autonomous AI agents that can reason, plan, and act across real-world workflows. These agents go beyond chat — they take meaningful action, work across tools and systems, and operate in complex, high-stakes environments. As our Product Manager, you’ll lead the definition and delivery of early use cases for Customer experience. You’ll turn cutting-edge agent capabilities — like long-term memory, tool use, and planning — into applied, valuable products.

You’ll be use-case–driven, but platform-aware— working closely with engineering and research to ensure what we build is feasible, scalable, and aligned with the underlying agent architecture.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.