Senior Product Manager - Software

Senior Product Manager (Software) - Vehicle Service Experience

About Ather Energy

Head of Product Management - Software

Product Management Team - AtherStack

The team at Ather is responsible for building truly software-defined vehicles which are redefining the mobility experience of 2-wheeler riders. With a smart and connected vehicle platform, we aim to deliver a hassle-free, safe, and joyful ownership experience. Through our integrated touch dashboard, companion mobile app, and robust cloud backend, we solve complex, high-impact problems across the entire customer lifecycle.

Senior Product Manager (Software) - Vehicle Service Experience who will take complete ownership of the digital and software solutions that power our end-to-end vehicle service ecosystem. You will design and scale magical post-purchase experiences, covering everything from seamless service booking and real-time status updates ("what's happening with my service") to bill predictability. You will also work cross-functionally to drive fast issue resolution and help ensure spare parts are available on time across India.

What you’ll do at Ather

Own the vehicle service experience end to end

Take product ownership of how Ather owners get their scooters serviced across India. It starts with the first sign that a scooter needs attention and ends when the owner drives away after pickup. It covers booking and scheduling, estimates and approvals, live status updates, billing and payment.

Be the voice of the customer and the field:

Want to know more?

At Ather, we’ve built India’s first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack

Be You, With Us

Responsibilities

• Spend regular time at service centres with service teams and owners. Turn feedback, complaints, support data and warranty claims into clear problem statements for product, engineering and quality. Track repeat failures till they are fixed. Push for self-service tools and automated ticketing that resolve issues faster and improve customer satisfaction.
• Work with design, engineering, program management and service operations to ship features. Run pilots at select centres, roll out across the network, track adoption and impact, and keep improving based on real use. Maintain a prioritised backlog and justify trade-offs on cost, complexity and customer benefit.
• Own the product strategy, roadmap, PRDs and UX for service experiences, aligned with organisational OKRs. Use behaviour data, field insight and competitor service benchmarks to make decisions. Balance customer delight with service-centre productivity and business goals.
• Define and move the metrics that matter: service CSAT / NPS / RNPS, turnaround time, slot availability, estimate-to-bill variance, first-time-right repairs, repeat visits, issues resolved without a visit, and service retention after warranty ends.
• Work with the Business Owners to achieve revenue growth for the service business unit. Build digital journeys that sell service plans such as RSA, AMC at booking, during service and at pickup. Track plan attach rate, renewals and service revenue per vehicle, and keep the experience customer-first.
• Work with Digital Transformation, Procurement and Logistics so service centres across India get the right parts to optimise faster service completion times and avoid high bills for customers.

Requirements

• Impeccable thought clarity with sound problem-solving skills. You are comfortable with complexity and ambiguity while managing competing priorities.
• Hands-on critical thinking, information synthesis, organisation and time management.
• Ability to influence stakeholders up to CXO level and align them on one decision. This includes teams you don't own, such as service operations, procurement and logistics.
• Consumer empathy. You understand customer, market and field context and turn it into problem statements for internal teams that directly improve customer outcomes.
• Systems thinking. You are comfortable designing experiences that depend on physical operations (service-centre capacity, technicians, parts inventory & supply) and vehicle data as much as on software / digital touchpoints.
• An operational mindset. You are as comfortable on a service-centre floor as in a roadmap review.
• Highly analytical and strategic. You make trade-offs and decisions with incomplete information, and explain them clearly at every level of the org.
• Collaborative and delivery-focused. You follow through until things ship, resolve issues as they come up, and communicate progress in a way people act on.

You bring to Ather

• 6 to 10 years of product management experience in consumer experience products, ideally ones with a strong offline or operations component.
• Experience with after-sales service, automotive or mobility, or operations-heavy consumer businesses (e.g. hyperlocal services, logistics, marketplaces) will be a strong plus. So will experience with diagnostic systems, case management or field service tools.
• Any graduate degree is okay, but an Engineering and / or Management degree will be preferred.
• Writing PRDs, creating wireframes, vibecoding for feature mockups
• Customer journey mapping and service experience design (ticketing, CRM / DMS workflows)

Data analytics, SQL basics

• Understanding of service / workshop operations, warranty and service plan economics
• Working understanding of web and mobile technologies, cloud platforms and API integrations
• Working knowledge of supply chain concepts (demand forecasting, inventory, lead times)
• Functional (Product Management) competencies
• Product Thinking - Customer Thinking, Strategic Thinking
• Craft - Collaboration, Storytelling & Influence, Process - Agency, Quality & Excellence
• Behavioural competencies
• Solving Problems - Evaluating Problems
• Influencing People - Communicating Information, Building Relationships
• Adapting Approaches - Adjusting to Change

Preferred

• Exposure to supply chain, inventory or demand forecasting problems will be a plus.
• Prior experience in a start-up environment with a focus on business growth / hardware products / new-age mobility will be a plus.

Location

Corporate Office (IBC Knowledge Park), Bengaluru

The Ather story doesn’t write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.