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
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.
Ensure all fulfilment systems, lawyer dispatch workflows, challan tracking integrations, and partner coordination channels are always ready to absorb demand spikes without degradation.
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
Run regular operational reviews to surface gaps between promised and delivered service quality, using data from actual incident logs, resolution timelines, and customer feedback.
Build a structured blocker management process where every identified issue has an owner, a deadline, and a resolution path that does not repeat.
Work cross-functionally with tech, legal operations, lawyer network, finance, and customer success to close gaps permanently.
Tech Coordination and Platform Reliability
Partner with engineering to ensure all operational systems, lawyer assignment APIs, challan authority integrations, and internal workflow tools are stable and monitored.
Manage the operational uptime KPIs and escalation matrix for any platform or workflow failure that impacts live customer cases.
Coordinate release planning so that new deployments do not disrupt active incident resolution flows.
Process Automation
Identify manual, repetitive, or error-prone steps in the fulfilment chain and lead automation initiatives that eliminate them.
Work with tech and operations to implement workflow automation, rule engines, intelligent routing systems, and automated status update triggers.
Track automation coverage as a formal metric with quarterly improvement targets.
Lawyer Network Operations
Manage the product and operational layer that connects the Lawyered lawyer network to live incidents, ensuring availability, geographic coverage, skill matching, and response quality.
Drive initiatives to improve lawyer onboarding speed, availability data accuracy, payout reliability, and communication quality within the network.
Vendor and Partner Operations
Manage SLAs with external vendors including data providers, RTO integration partners, payment processors, and enterprise clients.
Conduct periodic performance reviews backed by data and enforce accountability through structured assessments.
WHAT YOU BRING
4 to 6 years in product management, product operations, or a hybrid role in a fast-paced Indian startup with proven delivery responsibility.
Deep understanding of service fulfilment systems, incident management, and operational workflow design at scale.
Experience working with engineering teams on platform reliability, monitoring, alerting, and incident response.
Hands-on knowledge of automation tools such as workflow builders, rule engines, or low-code platforms.
Prior experience in marketplace operations, logistics, legal-tech, insurtech, or any service-delivery business is a strong plus.
Ability to read operational data, identify root causes, and translate findings into systemic fixes rather than one-off patches.
KEY METRICS YOU WILL BE JUDGED ON
Service fulfilment rate and on-time resolution percentage for LOTS247 incidents
ChallanPay resolution cycle time
Operational blocker resolution turnaround time
Automation coverage across fulfilment workflows
Platform uptime and incident response time
Lawyer network availability rate and response SLA adherence
WHY LAWYERED
You will be building the operational spine of the platform that keeps India's vehicle owners protected and moving without legal disruption.
Lawyered's resolution rate and coverage commitments are not marketing claims. They are operational standards this role makes possible.
High accountability, direct CPO access, and a culture that treats operational rigour as a genuine competitive advantage.
