Product Manager Nivani Bhimsan is driven by her desire to make an impact on people’s lives. With the world of AI creating new avenues to do so, Nivani is using every opportunity to learn and grow. Here, she takes us through the ins and outs of her role at 24.com, and her work at their first-ever AI hackathon.
What is the primary focus of your work?
As a Product Manager at 24.com, my primary focus involves collaborating with cross-functional teams to develop and refine products that meet the evolving needs of our audience while aligning with our business goals. This covers everything from new features to optimising performance or integrating cutting-edge technologies like AI.
What does a typical day look like?
A typical day is a blend of strategic planning and hands-on problem-solving. My day usually includes meetings with developers, designers and stakeholders to ensure that everyone is aligned on tasks, priorities and timelines. Depending on the mission I am assigned, I also spend time creating presentations and reports for stakeholders and our leadership team. Some days include assisting our contact centre to resolve user queries. Every day is different, but it’s always focused on driving progress and delivering value to our users.
What challenges do you face and what are the biggest lessons you have learnt from them?
One of the biggest challenges is balancing the needs of our diverse audience with the technical and business constraints we face. There’s often a tension between delivering features quickly and ensuring they are robust and user-friendly. Having a fairly large product offering means there are many requests for improvements and enhancements that need to be prioritised in order of business value. The biggest lesson I’ve learned is the importance of clear communication and collaboration. When everyone understands the 'why' behind a decision, it’s easier to navigate challenges and find solutions that work for everyone.
What qualities and skills does a product manager need to succeed?
A successful product manager needs to be a great communicator and a strategic thinker. You need to be able to see the big picture while also paying attention to the details. Problem-solving skills are crucial, as well as the ability to prioritise effectively. Empathy is also key – you need to understand your users' needs and perspectives to create products that truly serve them. Lastly, adaptability is essential, as the digital landscape is constantly changing.
What motivates and inspires you in this role?
What motivates me most is the impact our work can have on people’s lives. In the digital age, news is more than just information; it’s a vital service that connects communities and keeps the public informed. Being able to contribute to that in a meaningful way is incredibly fulfilling. I’m also inspired by the creativity and dedication of my colleagues, who are always pushing the boundaries of what we can achieve.
What do you enjoy most about working at 24.com?
The collaborative culture at 24.com is something I truly value. It’s a place where ideas are welcomed and everyone is encouraged to contribute. The company's core values are from a people-first perspective. The pace is fast, but it’s also exciting because we’re constantly innovating and looking for ways to improve. My colleagues are incredibly skilled at what they do, and every effort is truly a team effort.
What project did you work on at 24.com’s AI hackathon? How does this project tie into your current role or ambitions?
At the AI hackathon, I used a tool called m chat to create a proof of concept for an AI WhatsApp chatbot for the News24 brand. This allowed a user to chat directly to a dedicated News24 WhatsApp number and ask it questions about news topics. The bot would then reference our News24 website and give concise responses, all via the user's WhatsApp account. I also created an AI support bot that trained on our contact centre’s FAQs to provide quick support via WhatsApp.
This project ties directly into my role, as it’s all about improving user engagement and satisfaction, which are key objectives in my day-to-day work. It also aligns with my ambition to integrate more advanced technologies into our products to keep us competitive in the digital landscape and allow our users to interact with us through multiple channels.
How have 24.com’s values influenced your approach to product management?
24.com’s values of kindness, integrity and excellence have deeply influenced my approach to product management. I’m driven to think creatively about how we can solve problems and deliver value to our users, always with a focus on quality and ethical considerations. These values also reinforce the importance of listening to our audience and stakeholders and making decisions that are in their best interest, which is at the heart of what I do as a product manager.
As a product manager, how do you see AI being integrated into future products or services? What challenges and opportunities do you foresee in this area?
AI has enormous potential to transform how we deliver news and content. I see it being integrated in areas like personalisation, where AI can help us tailor content to individual users’ interests, and in automating routine tasks, allowing our teams to focus on more strategic initiatives. However, there are challenges, particularly around ensuring the ethical use of AI and maintaining user trust. The opportunities, though, are vast – AI can help us create more engaging and relevant experiences for our users and help make the work environment more efficient and balanced.
