Gameskraft - Program Manager - Customer Experience

Job Description:

We are seeking a highly motivated Program Manager to lead the design and implementation of customer support channel strategies. In this role, you will be responsible for enhancing our customer service experience by optimizing the channels through which customers interact with our support team. You would be the prime custodian incharge of managing the customer support funnel, starting with how customers start their support interaction to the end resolution provided by the support representative. You will collaborate closely with cross-functional teams to ensure seamless integration and alignment with Gameskrafts' goals and customer service objectives.

Designation: Program Manager

WHAT YOU'LL DO:

- Drive end-to-end high impact programs that impact customer support strategy and thereby driving customer experience.

- Identify CX problems through data analysis, user feedback and experiments and be the Subject Matter Expert who provides analytical support to guide teams on what/how to improve process flows, in tune with customers' expectations.

- Lead process-design improvements by identifying opportunities for Customer Journey reengineering

- Develop and execute a comprehensive strategy for customer support channels, considering the diverse needs of our customer base.

- Continuously monitor support channel performance and user feedback to identify areas for improvement.

- Work closely with Tech, Product, Business Development and Customer Support teams to drive key projects around optimizing contact ratio or cost per contact.

- Identify opportunities to enhance customer satisfaction and create seamless interaction experiences for customers with our gaming offerings.

- Lead the design and implementation of new customer support channels, such as chatbots, and AI-driven interfaces that would sit over and above our traditional channels (phone, email).

- Creating GTM strategy for feature launches for new programs and initiatives.

- Work with product/tech to automate processes and provide direction and judgment in building products that solve customer issues.

WHAT YOU'LL BRING:

- Proven experience (5-7 years) in program or project management, preferably in customer support operations or channel design.

- Worked on engagements which required seamless collaboration with business/marketing/product / tech/support teams to ensure timely execution of projects.

- You have demonstrated ability to manage multiple projects simultaneously and prioritize effectively.

- Analytical mindset with the ability to interpret data and translate insights into actionable strategies.

- Well versed in working with CRMs, database, support channel tools for voice and non-voice as well as Ticketing Tools and knitting them together to offer a seamless experience for business, customers and support staff alike.