Rebel Foods - Program Manager - Customer Experience

About Rebel:

We are surrounded by the world's leading consumer companies led by technology - Amazon for retail, Airbnb for hospitality, Uber for mobility, Netflix and Spotify for entertainment, etc. Food & Beverage is the only consumer sector where large players are still traditional restaurant companies. At Rebel Foods, we are challenging this status quo as we are building the world's most valuable restaurant company on the internet, superfast.

The opportunity for us is immense due to the exponential growth in the food delivery business worldwide which has helped us build 'The World's Largest Internet Restaurant Company' in the last few years. Rebel Foods' current presence is India, Indonesia, UAE, UK & KSA with close to 50 brands and 4500+ internet restaurants has been built on The Rebel Operating System.

While for us it is still Day 1, we know we are in the middle of a revolution towards creating never seen before customer-first experiences. We bring you a once-in-a-lifetime opportunity to disrupt the 500-year-old industry with technology at its core.

For more details on how we are changing the restaurant industry from the core, using the power of the internet, please refer below links:

https://spirit.rebelfoods.com/why-is-rebel-foods-hiring-super-talented-engineers-b88586223ebe

https://spirit.rebelfoods.com/how-to-build-1000-restaurants-in-24-months-the-rebel-method-cb5b0cea4dc8

https://spirit.rebelfoods.com/a-unique-take-on-food-tech-dcef8c51ba41

https://spirit.rebelfoods.com/winning-the-last-frontier-for-consumer-internet-5f2a659c43db

ABOUT THE ROLE & KEY JOB RESPONSIBILITIES

The Program Manager will work like an entrepreneur for the customer and no one else! At Rebel, we always think Customer First and this role will build critical enablers for the Customer Experience (CX) by leading programs that prioritize the customer's requirements over the organization's requirements. The role mandates a perfect balancing act between doing the right thing in the short term and doing the best thing in the long term. This role will be expected to confront all threats so that we will deliver the best in class experiences on quality, value and convenience for our customers. The role will be based out of Bangalore and report into the VP for Customer Experience at Rebel Foods.

The key responsibilities will include the following :

- Own and proactively, identify/analyze customer pain points, feedback and complaints for Rebel Foods across all geographies

- Design, suggest and work with partner teams to provide the best in class CX for post order experience

- Create and present metrics in leadership forums. Ensuring rigorous drumbeat on the CX program charter

- Work on identifying flows to reduce manual engagement and automate customer journeys with the help of product/tech flows

- Working with product teams and defining the CX prioritization

- Own, analyze and design measures for driving improvements across all platform cancellations & refunds

- Create CX roadmap documents and maintaining cadence on senior management reviews and updates

- Tracking of CX initiatives and driving accountability by leveraging partner team or leadership support

- Performing qualitative and quantitative analysis for large issues that impact CX

- Closely working with other internal stakeholder teams such as kitchen operations, process excellence, brands etc to meet program deliverables

PREFERRED SKILLS

- Tactfully managing anecdotes without getting blinded by the averages. Proactively engaging in problem solving

- Having a strong backbone to stand up for the customer even if there are conflicting business priorities

- Supreme articulation and convincing skills - ability to influence without authority

- Influence all decisions within the organization to be customer first. Jumping in & getting things done

- Ability to participate in and lead cross functional team - collaboration over cohesion

- Demonstrated experience in structured problem solving using 6 sigma or other methodologies

PREFERRED QUALIFICATIONS

- Demonstrated experience on program/project management preferably in Operations domain

- Bachelor's degree in engineering or commerce

- MBA on Masters Degree in marketing, operations or general management (preferable)

- 5-8 years of experience in consulting, E-commerce or startups

- Experience working in a customer contact reduction or defect reduction capacity (preferable)

Learn more about Rebel here: https://drive.google.com/file/d/1f8BsKluXEu_Ey04iFoFtG1ktoBs1-YRD/view