Hawk Ecommerce
Associate Product Manager at Hawk Ecommerce in Gurugram, Haryana
Job Description
Product Manager – CPaaS
Company: Hawk Martech
Location: Gurugram – DLF Corporate Greens
Work Mode: Full-Time | On-Site
Experience: 3–6 Years
Department: Product & Technology
About the Role
Hawk Martech is looking for an experienced Product Manager – CPaaS to drive the development and growth of communication and customer-engagement products.
The ideal candidate should have hands-on product management experience in CPaaS (Communications Platform as a Service) and a strong understanding of communication channels such as SMS, WhatsApp, RCS, Voice, Email, and communication APIs.
We are specifically looking for someone who has worked with CPaaS, communication platforms, messaging platforms, cloud telephony, conversational communication, or API-based communication products and understands the technical and commercial aspects of these products.
Key ResponsibilitiesProduct Strategy & Roadmap
- Own the product vision, strategy, roadmap, and execution for CPaaS and communication products.
- Identify market opportunities and customer problems across messaging, voice, and communication channels.
- Define product priorities based on customer requirements, market trends, business objectives, and technical feasibility.
- Work closely with leadership to define product growth and expansion strategies.
- Manage the complete product lifecycle from discovery to development, launch, and optimization.
CPaaS Product Management
- Drive products and features across SMS, WhatsApp, RCS, Voice, Email, and other communication channels.
- Understand communication APIs, messaging workflows, delivery mechanisms, templates, routing, authentication, and third-party integrations.
- Work on omnichannel communication and customer engagement use cases.
- Understand and manage integrations with telecom operators, messaging providers, communication platforms, and other third-party APIs.
- Identify opportunities to improve message delivery, reliability, scalability, customer experience, and platform adoption.
- Work with technical teams on APIs, webhooks, SDKs, integrations, dashboards, reporting, and automation workflows.
Product Discovery & Market Research
- Conduct customer interviews and gather requirements from enterprise customers, sales teams, and internal stakeholders.
- Research competitors and market developments across the CPaaS, messaging, cloud communication, and customer engagement ecosystem.
- Analyze platforms and solutions offered by companies such as Tanla Platforms, Route Mobile, Gupshup, Exotel, Tata Communications, Airtel IQ, Netcore, Twilio, Plivo, Sinch, Infobip, Bird, Vonage, and similar communication platforms.
- Identify gaps in existing solutions and convert them into actionable product opportunities.
- Stay updated with developments in WhatsApp Business, RCS, SMS, Voice APIs, cloud telephony, conversational AI, and communication technology.
Product Development
- Create detailed PRDs, user stories, product specifications, workflows, and acceptance criteria.
- Work closely with engineering, UI/UX, QA, DevOps, and business teams.
- Translate customer and business requirements into clear technical and functional requirements.
- Prioritize features and manage scope, dependencies, timelines, and releases.
- Participate in product testing, UAT, release planning, and post-launch reviews.
- Ensure products are scalable, reliable, secure, and easy to use.
API & Technical Product Management
- Work closely with engineering teams on REST APIs, webhooks, SDKs, third-party integrations, and event-driven workflows.
- Understand API documentation, authentication, request/response structures, error handling, and integration dependencies.
- Work with technical teams to define API requirements and integration experiences.
- Ensure seamless integration between CPaaS products and customer systems such as CRM, marketing automation, e-commerce, and customer-support platforms.
- A strong understanding of technical architecture and API-based products is required.
Compliance & Telecom Ecosystem
- Stay updated with relevant communication and messaging regulations, policies, and industry requirements.
- Understand areas such as DLT, TRAI regulations, sender IDs, templates, consent, messaging policies, and delivery compliance.
- Track changes in WhatsApp Business policies, RCS ecosystem developments, telecom requirements, and other platform policies.
- Work with technical and business teams to ensure product changes are aligned with applicable requirements.
Analytics & Product Performance
- Define and monitor key product and business metrics.
- Track metrics such as:
- Message Delivery Rate
- Delivery Success Rate
- API Usage
- Message Volume
- Customer Activation
- Customer Retention
- Conversion Rate
- Revenue
- Usage & Adoption
- Cost per Message / Communication
- Use product analytics and customer data to identify opportunities for improvement.
- Work with engineering teams to ensure appropriate product tracking and analytics are implemented.
Pricing & Commercial Strategy
- Work with leadership on pricing, plans, usage-based pricing, channel pricing, and packaging.
- Understand the commercial model of CPaaS products, including communication costs, vendor costs, margins, and usage-based billing.
- Identify opportunities for upselling, cross-selling, and increasing product adoption.
Required Skills & Qualifications
- 3–6 years of Product Management experience.
- Mandatory: Prior experience working on a CPaaS / Communication Platform / Messaging Platform / Cloud Communication product.
- Strong understanding of SMS, WhatsApp, RCS, Voice, Email, and communication APIs.
- Experience with B2B SaaS or API-driven products.
- Strong understanding of REST APIs, webhooks, third-party integrations, and SDKs.
- Experience working with engineering and technical teams on API-based products.
- Understanding of telecom, messaging, cloud telephony, or communication technology.
- Strong product documentation skills, including PRDs, user stories, workflows, and acceptance criteria.
- Good understanding of product analytics and data-driven decision-making.
- Strong customer discovery and requirement-gathering skills.
- Excellent written and verbal communication.
- Strong stakeholder management and cross-functional collaboration skills.
Preferred Experience
Candidates with experience in any of the following areas will be highly relevant:
- CPaaS
- SMS & Messaging Platforms
- WhatsApp Business API
- RCS
- Voice APIs
- Cloud Telephony
- Contact Center / CCaaS
- IVR
- SIP
- Omnichannel Communication
- Communication APIs
- Customer Engagement Platforms
- Conversational AI
- Marketing Automation
- CRM Integrations
- B2B SaaS
Experience with Voice AI, LLMs, conversational AI, or AI-powered communication products will be an added advantage.
Ideal Candidate Profile
The ideal candidate is someone who has already worked on a CPaaS or communication technology product, rather than someone coming purely from a generic SaaS or consumer-app background.
They should understand both sides of the role:
Business: customer requirements, pricing, usage, revenue, adoption, and market opportunities.
Technology: APIs, integrations, messaging infrastructure, communication channels, workflows, scalability, and technical dependencies.
The candidate should be capable of taking a communication-product requirement from customer discovery → product strategy → PRD → engineering execution → launch → analytics → continuous improvement.
Why Join Hawk Martech?
- Opportunity to work on products at the intersection of Communication, Technology, Digital Marketing, and AI.
- High ownership across product strategy and execution.
- Opportunity to work closely with engineering, marketing, business, and leadership teams.
- Exposure to enterprise communication and customer-engagement use cases.
- Fast-paced environment with significant opportunities for learning and growth.
Work Location: DLF Corporate Greens, Gurugram
Work Mode: On-Site
Employment Type: Full-Time
Pay: ₹60,000.00 - ₹90,000.00 per year
Benefits:
- Food provided
Work Location: In person