Product Manager (Operational Efficiency and Delivery Excellence)

THE ROLE

Lawyered's promise to every customer is real-time legal assistance on the road, 24x7, across virtually every pin code in India, with a resolution rate that sets a benchmark for the industry. Keeping that promise as we scale from our current base to crores of users requires an operations-obsessed product leader who makes the engine run without breaking.

We are looking for a Product Manager who will manage the delivery infrastructure across LOTS247 and ChallanPay, from lawyer dispatch and incident response to challan tracking, RTO coordination, and partner service fulfilment. This is not a back-office role. It is a strategic function that directly determines whether Lawyered can scale without degrading the experience that made us India's most trusted on-road legal platform.

KEY RESPONSIBILITIES

End-to-End Service Delivery

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Manage the complete operational stack that enables service delivery from the moment a LOTS247 subscriber raises an incident or a ChallanPay user initiates a resolution, to the moment the issue is closed.

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Ensure all fulfilment systems, lawyer dispatch workflows, challan tracking integrations, and partner coordination channels are always ready to absorb demand spikes without degradation.

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Define and maintain service-level standards for each product line covering response times, lawyer assignment SLAs, resolution timelines, and customer communication cadence.

Gap Identification and Blocker Resolution

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Run regular operational reviews to surface gaps between promised and delivered service quality, using data from actual incident logs, resolution timelines, and customer feedback.

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Build a structured blocker management process where every identified issue has an owner, a deadline, and a resolution path that does not repeat.

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Work cross-functionally with tech, legal operations, lawyer network, finance, and customer success to close gaps permanently.

Tech Coordination and Platform Reliability

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Partner with engineering to ensure all operational systems, lawyer assignment APIs, challan authority integrations, and internal workflow tools are stable and monitored.

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Manage the operational uptime KPIs and escalation matrix for any platform or workflow failure that impacts live customer cases.

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Coordinate release planning so that new deployments do not disrupt active incident resolution flows.

Process Automation

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Identify manual, repetitive, or error-prone steps in the fulfilment chain and lead automation initiatives that eliminate them.

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Work with tech and operations to implement workflow automation, rule engines, intelligent routing systems, and automated status update triggers.

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Track automation coverage as a formal metric with quarterly improvement targets.

Lawyer Network Operations

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Manage the product and operational layer that connects the Lawyered lawyer network to live incidents, ensuring availability, geographic coverage, skill matching, and response quality.

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Drive initiatives to improve lawyer onboarding speed, availability data accuracy, payout reliability, and communication quality within the network.

Vendor and Partner Operations

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Manage SLAs with external vendors including data providers, RTO integration partners, payment processors, and enterprise clients.

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Conduct periodic performance reviews backed by data and enforce accountability through structured assessments.

Qualifications

WHAT YOU BRING

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4 to 6 years in product management, product operations, or a hybrid role in a fast-paced Indian startup with proven delivery responsibility.

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Deep understanding of service fulfilment systems, incident management, and operational workflow design at scale.

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Experience working with engineering teams on platform reliability, monitoring, alerting, and incident response.

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Hands-on knowledge of automation tools such as workflow builders, rule engines, or low-code platforms.

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Prior experience in marketplace operations, logistics, legal-tech, insurtech, or any service-delivery business is a strong plus.

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Ability to read operational data, identify root causes, and translate findings into systemic fixes rather than one-off patches.

Additional Information

KEY METRICS YOU WILL BE JUDGED ON

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Service fulfilment rate and on-time resolution percentage for LOTS247 incidents

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ChallanPay resolution cycle time

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Operational blocker resolution turnaround time

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Automation coverage across fulfilment workflows

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Platform uptime and incident response time

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Lawyer network availability rate and response SLA adherence

WHY LAWYERED

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You will be building the operational spine of the platform that keeps India's vehicle owners protected and moving without legal disruption.

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Lawyered's resolution rate and coverage commitments are not marketing claims. They are operational standards this role makes possible.

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High accountability, direct CPO access, and a culture that treats operational rigour as a genuine competitive advantage.