Associate Product Manager – Customer Experience CRM Operations

Job description
Gurgaon | Full-time, On-site | Reports to Founders |

About Sova Health Sova Health is a health-tech company transforming chronic care through personalized nutrition, guided coaching, and digital-first experiences. We blend data science, empathy, and operational scale to help people manage their health better, everyday.
About the Role We’re seeking an early-stage product manager with strong first principles thinking and operational instincts to join our growing team. This person will play a pivotal role in taking over and evolving a freshly implemented CRM-led customer experience system.
The ideal candidate has 1–2 years of product experience in a startup environment, preferably in B2C or service-led products , with a bias for action, empathy for users, and comfort working in ambiguity.
You’ll start with operational control, move to journey ownership, and over time, help shape our strategic CX roadmap while managing execution and iterating rapidly to show metric-driven improvements.
What You’ll Do Immediate (0–3 Months) Quickly ramp up on Sova’s CX model, CRM implementation (Zoconut) , and linked tools (WATI, Shopify, Leadsquared).
Manage and refine existing customer engagement workflows and post-session journeys.
Plug operational gaps and streamline processes with the operations and coaching teams.
Build and share clear documentation for process handovers and journey updates.

Mid-Term (3–12 Months) Own communication journeys end-to-end: onboarding, engagement, feedback, renewals.
Define and implement a metric-led roadmap for CX improvements (NPS, CSAT, retention, funnel drop-offs).
Design and run experiments in customer communications, content, and engagement flows.
Learn and manage cross-functional stakeholder management (Ops, Health Coaches, Sales, External CRM vendors).

Long-Term (6–18 Months) Evolve and refine customer engagement processes based on insights and data.
Drive strategic CX roadmap planning alongside the founders.
Begin building a customer-first product operations team across functions like tech, ops, and design.
Cultivate a culture of rapid iteration, experimentation, and customer empathy within the CX function.

Who You Are 1–3 years of product management experience at a startup or B2C/services company.
Strong first principles thinker — comfortable dissecting problems, breaking them down, and finding practical, scalable solutions.
Hands-on with Excel/Google Sheets and dashboards . Bonus for exposure to Mixpanel, Looker Studio, or similar.
High agency, with a bias for action, ownership, and an eye for detail.
Excellent communicator and collaborator who can align multiple internal and external stakeholders.
Comfortable with both strategy and day-to-day execution.
Why Join Us A high-ownership role in a fast-growing health-tech startup where your work directly impacts people’s health outcomes.
Work directly with founders and shape the company’s CX and operational backbone.
Learn to build from scratch, scale processes, and eventually lead a function.
Be part of a mission-driven, empathetic, and data-led team. Read more