Assistant Vice President - Customer Experience & Supply Chain - IIM/FMS/MDI/NITIE/XLRI

Grade: AVP : Reports To: Chief Operating Officer (COO) & VP, Operations (Consumer startups background only)

Seeking a highly motivated and detail-oriented Program Manager to join our COO's office. This role is pivotal in driving critical projects within Warehouse Operations, Supply chain and Customer Support, ensuring that they are executed efficiently and effectively. The ideal candidate will have worked in startups preferably in the customer operations domain. The candidate will work very closely in the COO's office on key projects across the org.

Key Responsibilities:

Project Management:

- Drive high-impact projects in Warehouse Operations, Supply Chain and Customer Support from inception to completion.

- Develop detailed project plans, set timelines, and allocate resources to ensure timely delivery of project milestones.

- Collaborate with cross-functional teams, including warehouse staff, customer support teams, IT, and external vendors.

Warehouse Operations:

- Identify areas for improvement in warehouse processes and implement strategies to optimise inventory management, order fulfilment, and logistics.

- Monitor warehouse performance metrics and drive continuous improvement initiatives to enhance efficiency and accuracy.

Customer Support:

- Work closely with the Customer Support team to streamline processes, reduce response times, and improve customer satisfaction and overall experience.

- Implement and manage systems for tracking and analysing customer support performance metrics.

Stakeholder Communication:

- Serve as the primary point of contact for project updates, ensuring all stakeholders are informed of progress, risks, and any changes in project scope.

- Prepare and present regular reports to the COO and other senior management.

Process Improvement:

- Analyse existing workflows in Warehouse Operations and Customer Support, identify bottlenecks, and propose solutions for process optimization.

- Lead initiatives to implement best practices and industry standards across both departments.

Team Leadership:

- Coordinate with team leads in Warehouse Operations and Customer Support to ensure alignment with project goals.

- Mentor and guide junior team members, fostering a culture of continuous learning and improvement.

- 4+ years of experience in program management role preferably within a warehouse operations or customer support environment.

- Should have worked in a fast paced startup.

- Proven track record of successfully managing complex projects with multiple stakeholders.

Skills:

- Strong project management skills, with experience using tools such as Trello, or MS Project.

- Excellent analytical and problem-solving abilities.

- Strong communication skills, both written and verbal, with the ability to convey complex information clearly.

- Ability to work under pressure and manage multiple priorities in a fast-paced environment.

- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and experience with

- ERP systems.

- Tier 1 MBA/Academic pedigree only