Discover a role
Candidates find an opportunity and begin the application through a single entry point.
PAYTM · FORCE APP · 2025–PRESENT
One journey from sign-up to day one
Building a faster, more trustworthy hiring and onboarding system for Paytm’s distributed field workforce.
- ROLE
- Product Manager · 0 → 1
- SCOPE
- Research, strategy, journeys, launch and scale
- TEAM
- 2 designers · 15–20 engineers · 10 ops · 3 business
- LAUNCH
- Pilot in May 2025 · Pan-India in July 2025
01 / THE CONTEXT
Merchant outcomes depend on a field team that can start quickly
Force is Paytm’s frontline hiring and onboarding app for field service and sales agents—the people who bring merchants onto Paytm for Business, support them, and sell products such as Soundbox, EDC machines and loans.
This 50–60K-person workforce is highly attrition-sensitive. When churn rises, slow replacement hiring can affect merchant service. The existing process was fragmented across regional teams, Google Forms, manual vetting, interviews, documents, access creation and third-party agencies.
02 / WHAT MOVED
A more efficient hiring engine, with care built into every step
₹1,160 → ₹750Cost per lead
8 days → <1 dayP90 hire and onboarding time
18% → 38%Blended funnel conversion
60% → 22%Vendor dependence
78%Organic and referral contribution
~20KMonthly hires supported today
03 / THE PRODUCT
A candidate experience designed to make the next step clear
The product brings registration, interview, offer acceptance and onboarding into one guided mobile journey, giving candidates visibility at every stage.
04 / THE JOURNEY
One digital journey replaced a patchwork of manual handoffs
Verify identity and eligibility
Relevant details are completed and verified as part of a clear guided flow.
Complete an interview
Candidates move to the next stage with location-aware interview coordination.
Accept an offer
Role and offer details are shared in the app, ready for candidate acceptance.
Finish onboarding
Documents and joining details are completed before the candidate begins work.
05 / PRODUCT JUDGMENT
Move with urgency while designing for quality and scale
Validate the referral experience
We treated a faster referral journey as a hypothesis, then used pilot evidence to shape a consistent evaluation step across the flow. The result balanced conversion with the quality and reliability expected of the workforce.
Lay foundations for the roadmap
We introduced a shared geographical identifier early so future requisition workflows could build on the same foundation. This made the first release more deliberate and reduced the need to rebuild as Force expanded across business verticals.
Strengthen trust thoughtfully
Pilot learnings helped us refine the product’s checks and validation moments throughout the candidate journey—making it easier to progress quickly while keeping the experience dependable for candidates and operations teams.
06 / HOW I BUILT IT
Align a broad operating system around one candidate journey
I spoke with business, operations, HR, legal, compliance and hiring teams to locate the friction behind the process—not merely digitise existing steps.
We used controlled launches and funnel evidence to decide where speed was useful and where additional support was needed.
Force required precise journeys, edge cases and integrations across adjacent products, teams and backend systems.
07 / WHAT I LEARNED
“Build product assumptions as hypotheses. Pilot them, learn from the data, and invest early in the foundations that let a system scale without being rebuilt.”