Vetic - Program Manager

Program Manager

Responsibilities:

Customer Experience Leadership:

- Lead and oversee the organization's customer experience initiatives across all clinics, ensuring a consistently high standard of service.

- Analyze customer feedback to identify areas for improvement and develop actionable insights to enhance Net Promoter Score (NPS).

Team Leadership and Performance Management:

- Manage and mentor a team of Customer Support Specialists and Escalation Handling Experts.

- Monitor key performance indicators such as Average Handling Time (AHT), missed call percentage, and win-back rate, driving continuous improvement.

Program Management:

- Maintain and program manage a portfolio of initiatives aimed at enhancing operations and customer experience.

- Track the progress of each initiative, ensuring timely completion and measuring the impact on business performance.

- Plan and develop operational processes to scale our clinic business across multiple cities in India.

- Collaborate with internal stakeholders and the Product & Tech team to implement best practices that enhance customer experience in both clinics and the mobile app.