Program Manager - Strategy - Customer Service - eCommerce

Program Manager-Strategy (Customer Service) from E-commerce (Okhla) (4-8 yrs)

We are looking for candidates preferably from an e-commerce company like Amazon, Snapdeal, Flipkart or outsourced BPO who have handled Program Non Voice, Voiced, Chat, Web, Mail, F &A as a Program Manager - Strategy.

Position : Program Manager (Customer Service) in Okhla Phase III

- Our client who is in Large Retail of Subscription based E-commerce Retail Business in USA for plus size clothes is looking for a Program Manager who will be responsible for working with stakeholders to define key metrics and continuously improve performance of the Customer Service Team.

- This job is an excellent opportunity for someone interested in new age customer service, how it critically impacts a web-based business and in being centrally involved during the early stages of an exciting and fast-growing company.

Qualification :

Degree in Engineering + An MBA from a institute of repute will be a plus

Some key responsibilities :

- Identifying key CS metrics and prioritizing short, medium and long term goals.

- Planning, executing and monitoring collection of Voice of customer and its impact on all organizational functions. Working with stakeholders across organization to execute on the planned roadmap.

- Plan, measure and report improvement..

- Identify gaps that impacts customer experience. Planning new programs for CS, working with engineering team to automate processes, create tools and improve productivity.

Skills :

- The ideal candidate for this position will be a self-starter with 6-8 year of experience in handling customer service as a strategic function, experience in setting up CS organization, developing metrics and showing significant improvement.

- Experience with web based business; working with cross-functional teams and managing a team will be a plus.

- Strong business judgment and deep analytical skills are required

- Collaborates with different internal organizations to understand, document, and optimize process

- Excellent oral and written communication skills are essential.

About this company :

Our clients is a fast-growing company, headquartered in NYC with offices in Palo Alto, Columbus(Ohio), New Delhi & Bangalore that is revolutionizing the retail space through a new subscription service for women's clothing by applying technology and innovation in areas that few have ventured into.

Salary Offered is upto 20 LPA

Apply with your updated CV or please feel free to call on 9560655011