Program Manager - Analytics & Customer Experience

Search Light Consultants
  • Bangalore
  • 14-24 lakh
  • 3-8 years
  • Views
  • 09 Jun 2017

  • Customer Service, Operations

  • KPO/ Analytics
Job Description

As Program Manager, you will create and implement systems and processes to detect customer-facing defects and enable internal teams to fix them quickly the first time. You will collaborate with business and development teams across the company to define functional requirements, design high level process and technical solutions, and manage all aspects of the project execution including writing business requirements, maintaining the project schedule, resolving or mitigating issues and risks, and communicating results throughout the organization.

The successful candidate will be a person who works well with global and cross-functional teams of senior leaders, business managers, operations, and software development, has an extremely high level of customer focus and a passion for process improvement. In addition, they enjoy and excel at diving into data to identify root causes, derive patterns, and determine long-term solutions that ensure superior customer experience.

Analyze and dive deeply into customer feedback in order to build new programs or processes driving defect reduction.
Working closely with operations and/or retail teams across the network to identify, manage and implement defect reduction initiatives.
Troubleshoot product packaging and supply chain issues by working closely in a consultative role with key internal stakeholders including; operations, retail buying and quality teams across globally.
Interact with cross-disciplinary technical and non-technical teams in order to design new technical solutions and processes, meet schedules and resolve or mitigate issues.
Building out a scalable program status/tracking infrastructure that provides granular detail on overall program performance, risks and opportunities.
Providing project management and cross-functional support on key improvement initiatives.
Disseminating program & strategy updates to internal and external stakeholders.

Experience advocating for the customer
Knowledge pertaining to supply chain life cycle and process improvement.
Strong organizational and multitasking skills with ability to balance competing priorities.
Proven project management skills.
Experience defining program strategies and road maps.
Excellent written and oral communication skills including an ability to communicate with all levels in the
organization (technical, business, executive).
Familiarity with general Customer Service principles and practices.
Knowledge of SQL is strongly preferred.

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Search Light Consultants