Product Lead - CX
About Us
Scapia, a card that takes you places! We turn everyday spends into travel experiences - so the coffee runs, the grocery bills, and the weekend splurges all quietly add up to the next trip. We're a team of passionate builders who brainstorm hard, debate harder, and don't stop until we're proud of what we've shipped. Customer delight comes first, and we've built a culture of honesty and ambition that sets everyone up to do the best work of their careers.
About the Role
All of us have heard legendary CX stories from the best brands/companies in the world. Someone loses their wallet halfway across the world, and they have a new card in their hands before the day is out. A family lands at midnight, and the hotel can't find their booking; one call later, they're in a better room with the cab fare covered.
When the service is so good, people tell the story for decades. That's what we're building: a legendary service, powered by world-class AI and empathetic superhumans that we can be proud of.
You will own it end to end:
The service experience across every business line and channel, designed from first principles.
AI agents that resolve, not deflect.
Associates superpowered by product you build.
A voice-of-customer engine that shapes what the whole company builds next.
Most companies treat service as a cost. We think it's the biggest product opportunity to improve retention and grow. Come prove us right.
What You'll Do
Design the service experience end to end. Co-own the service experience design and service policies across all of Scapia's offerings - you set the bar for what "delightful" means when things go wrong.
Build an AI-native service experience that is faster, simpler, and genuinely delightful across every channel - not a chatbot bolted onto an existing process, but service reimagined with AI at its core.
Ship AI agents that actually resolve issues. Build agents that solve the vast majority of customer queries end-to-end - with the empathy and judgment customers deserve, not scripted deflection.
Superpower the humans. Build AI-native tools for our associates so every human touchpoint is faster, more informed, and better equipped to turn a frustrated customer into a loyal one.
Proactive service: Build products that identify customer issues proactively and solve them before they realise
Make the customer's voice impossible to ignore. Build a Voice of Customer product that surfaces issues and feedback from every touchpoint and turns it into action for the rest of the org - so service insights drive the product roadmap, not just the complaints dashboard.
Build for scale and efficiency. Design solutions that stay efficient and excellent as Scapia's customer base and business lines multiply, and co-own the CX P&L with business and operations leaders.
What We're Looking For
8+ years of product management experience, including ownership of large, complex products or product areas.
Consumer-first instincts and sharp problem-solving - you start from what the customer feels, not what the system allows.
A strong orientation to operational excellence: you can untangle complex workflows, spot the bottlenecks, and simplify relentlessly.
A strong, practical understanding of AI/LLMs - you know what they can do today, where they fail, and how to build real products with them.
Excellent product sense, analytical rigour, and comfort operating in ambiguity.
The ability to bring stakeholders along and influence teams through clarity and conviction, not hierarchy.
Experience managing and mentoring PMs is a strong plus.
Why This Role
Very few product roles let you shape an entire function. And you won't be starting from zero - the foundations here are strong: a product travellers love, a team obsessed with customer delight, and AI that's finally good enough to make great service feel personal.
Your job is to take all of that and make it legendary. Years from now, when travellers across India trade their own legendary service stories, the experiences they describe will be the ones you built. Come build with us!
