Program Manager - Customer Experience - eCommerce

About The Role:

This role will involve managing the end to end Customer Experience which includes L2 (Backend) support Operations, Remote Account Management and Ops Support Functions. It will also involve working closely with external partners and multiple cross-functional teams in Company. The Partners here refer to organizations that work with Company by providing support to Buyers/Sellers through voice and non-voice interactions.

About The Team:

- Customer Experience team is responsible for managing and improving overall Buyer/Seller experience on the platform. Team is at the centre of receiving feedback and the role is to work towards enhancing the overall experience while solving immediate issues in the most agile manner while working with all the relevant cross functional teams.

- Customer Experience Operations includes but is not limited to performance management of all queues that support various transactional processes. This would include Order management, Logistics support, Returns Management, Revenue Generation, etc. It also includes Escalations Management that caters to buyer/seller escalations that come from various sources like Category teams, Company's Leadership, and also directly from Buyers/Sellers.

- CX Design & Process Excellence team is responsible for creating and modifying SOPs, identifying process gaps and product solves for all use cases and working with CX Operations and Support Functions and cross-functional teams in Company to implement changes. This team is also responsible for core design which involves applying innovation, product orientation and long term thought process to improve overall support and customer experience.

- CX Ops Support functions include support teams of Training, Quality, Workforce Management and Planning that work closely with Operations and the Partners to ensure the right inputs to Operations and its governance.

What You'll Do:

- Responsible for managing end-to-end Customer Experience including BAU operations and satisfaction mandate

- Ownership of daily/weekly/monthly performance delivery of all teams. Working with in-house and Partner teams to ensure all deliverables are met on various metrics like Quality, SLs, and efficiency related metrics.

- Weekly/monthly performance reviews with CX Company Leadership and Partners.

- Deeply understand customer pain, implement new processes and contribute to ongoing process improvements. Managing customer satisfaction, NPS and escalations optimally and effectively.

- Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to annual budgets.

- Roll-out organizational goals/objectives with in-house and Partner teams and maintain strong relationships with Partner Leadership.

- Work closely with various cross-functional teams that would include Product, Tech, Category, Finance teams, etc, to align on org and team objectives and socialize key ideas for customer experience improvements.

- Bring in scalable, long term and global outside-in perspective while solving for buyer/seller issues, improving efficiency and reducing contacts.

- Implement strong processes in all the Support Function teams that cater to CX Operations and other teams.

- Will be based out of Bangalore with occasional travel to Partner locations and market visits

What You'll Need:

- Graduate/PostGraduate with strong Operations understanding, with a total of 15 years of experience, with 10-12 years of experience in operations management, with a diverse portfolio that combines Analytics and Technology related work.

- MBA from a premier B school would be an plus

- Strong ability to understand and incorporate tech solutions in everything we do

- Strategic thinking and design thinking ability

- Should have the aptitude to think and implement tech solutions - in both skill and experience

- Strong detail orientation and ability to understand data, analyze, make inferences and recommend actions for improvement

- Strong ability to multitask

- Excellent people management and stakeholder management skills, with the ability to work with multiple cross-functional teams

- Excellent verbal and written communication skills

- Proficient in MS applications e.g. MS Word / Excel / Power point

- Experience in managing outsourced partners