The Role
Own the strategy, roadmap, and execution for KwikEngage, an AI-powered conversational commerce and customer engagement product. Lead development across messaging channels, CRM, customer support, inbox and agent workflows, AI/LLM automation, and platform integrations. Partner with Engineering, Design, Sales, Marketing, and Customer Success to deliver scalable products, improve engagement and conversion, increase automation and resolution rates, and support merchant growth.
Summary Generated by Built In
About GoKwik
Why This Role Matters
What You’ll OwnProduct Strategy & Roadmap
Who You Are
Why GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik powers 15,000+ merchants globally, processes ~$2 billion in GMV, and continues to strengthen its AI-powered infrastructure across India, the UK, Europe, and the US.
Why This Role Matters
Customer engagement is rapidly evolving from static communication to intelligent, AI-powered conversations. KwikEngage sits at the centre of this transformation, helping brands manage customer interactions, automate support, drive retention, and deliver personalised experiences across channels.
As the Senior Product Manager for KwikEngage, you will own the product strategy and execution for conversational commerce and AI-led customer engagement. You will work at the intersection of AI, messaging, CRM, and commerce to build products that help thousands of merchants scale customer relationships while improving engagement and operational efficiency.
What You’ll OwnProduct Strategy & Roadmap
- Own the product vision, strategy, roadmap, and execution for KwikEngage
- Identify high-impact opportunities across conversational commerce, CRM, customer support, and AI
- Translate customer needs and business priorities into clear product outcomes and roadmaps
- Define success metrics and continuously use data, customer insights, and experimentation to improve product performance
- Balance short-term execution with long-term platform and product strategy
- Build and scale customer engagement experiences across WhatsApp, Instagram, Facebook, Email, RCS, and Web
- Drive adoption of conversational commerce workflows across merchant use cases
- Build products that improve customer engagement, conversion, retention, and support efficiency
- Identify opportunities to create differentiated experiences across the messaging ecosystem
- Own AI-powered product capabilities across chatbots, customer support, CRM, and lifecycle engagement
- Build and iterate on LLM-powered workflows, conversational experiences, and intelligent automation
- Define how AI and human agents work together across customer interactions
- Improve automation and resolution rates while maintaining response quality and customer experience
- Explore emerging AI capabilities and translate them into scalable product experiences
- Own inbox, live chat, ticketing, routing, escalation, and agent workflows
- Build tools that improve agent productivity, response times, and resolution rates
- Design seamless handoffs between AI bots and human agents
- Use product and operational data to continuously improve support workflows
- Own integrations across Meta platforms and other messaging and communication channels
- Partner closely with Engineering to build scalable, reliable, and extensible platform capabilities
- Simplify merchant onboarding, channel configuration, and integration management
- Build platform capabilities that enable rapid development of new engagement use cases
- Work closely with Engineering, Design, Customer Success, Sales, and Marketing to take products from concept to scale
- Drive product discovery, requirement definition, prioritisation, execution, and launch
- Communicate product decisions, trade-offs, priorities, and progress clearly across stakeholders
- Develop a deep understanding of merchants, end customers, and the broader conversational commerce ecosystem
Who You Are
- 4–7 years of Product Management experience, preferably in B2B SaaS, D2C technology, CRM, customer engagement, or conversational products
- Strong product sense with experience owning customer-facing products end-to-end
- Hands-on experience building or shipping AI/LLM-powered products is mandatory
- Strong understanding of LLMs, conversational AI, chatbot platforms, or AI-driven workflows
- Experience taking AI/ML capabilities from concept to production and measuring their impact
- Prior exposure to conversational commerce, customer support, CRM, or engagement platforms is preferred
- Familiarity with WhatsApp Business APIs, Meta ecosystem, or messaging platforms is a strong plus
- Strong analytical and problem-solving skills, with a data-driven approach to product decisions
- Comfortable working closely with engineering teams and understanding technical trade-offs
- Strong communication and stakeholder management skills
- High ownership mindset with the ability to operate independently in a fast-paced, ambiguous environment
Why GoKwik
At GoKwik, you'll build products that power millions of customer interactions every month. You'll work at the intersection of AI, commerce, and customer engagement, shaping how thousands of brands interact with their customers.
This is an opportunity to own a high-impact product area, work closely with senior leadership and cross-functional teams, and build category-defining AI-powered products in a fast-scaling environment.
Skills Required
- 4-7 years of Product Management experience
- Experience owning customer-facing products end-to-end
- Hands-on experience building or shipping AI/LLM-powered products
- Strong understanding of LLMs, conversational AI, chatbot platforms, or AI-driven workflows
- Experience taking AI/ML capabilities from concept to production and measuring impact
- Strong analytical and problem-solving skills with a data-driven approach
- Ability to work closely with engineering teams and understand technical trade-offs
- Strong communication and stakeholder management skills
- Ability to operate independently in a fast-paced, ambiguous environment
- Experience in B2B SaaS, D2C technology, CRM, customer engagement, or conversational products
- Exposure to conversational commerce, customer support, CRM, or engagement platforms
- Familiarity with WhatsApp Business APIs, the Meta ecosystem, or messaging platforms
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The Company
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
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