NoBroker - Program Manager

About the Team :

At NB Builder Channel, we are on the path to providing an end to end seamless experience to future homeowners. The Client Advisors of our team have gone above and beyond to find the right HOME for more than 3000 families. We cater to 6 major geographies now - Bangalore, Mumbai, Pune, Hyderabad, NCR and Chennai.

We are looking for a Sales Operations expert to come in and help us identify gaps in processes due to which customer delight might be getting affected.

About the Role :

We are very bullish on growth and it is possible that we might miss out on some intricacies which might hamper the customer satisfaction. This is where you come in.

You would be responsible for:

- Furnishing customer level insights for all past cancellations (profiling the customer basis occupation, work sector etc)

- Identify best practices in the market ( also check international players) & incorporate in the team

- Quantify feedback from the canceled customers and identify trends

- Gather the best practices from different city/cluster teams to percolate throughout the sales vertical. Doing regular meetings with city teams will help understand what they do differently than other cities.

- Analyzing lost customers on a regular basis and producing data backed insights.

- Developing criteria to gauge the customer satisfaction, to be evaluated and shared at City/Cluster level.

- Helping the core team on various initiatives by coming up with effective solutions to a myriad of business problems.

- Optimizing process gaps at a national level and suggesting creative ideas to plug the same followed by ideating and leading the projects which aim at solving them.

- The candidate would come across disgruntled customers who might use strong language while conversing. The candidate should not lose cool and should be able to put unwelcome comments into his/her stride and focus only on the constructive feedback.

The above is obviously not an exhaustive list, the requirements for this role can change as per the direction the business moves in, the candidate should be one who maintains calm and delivers even in ambiguous situations.Skills Required:

- English & Hindi proficient

- Intermediate excel/google sheet knowledge