Program Manager - Customer Service

Search Light Consultants
  • Bangalore
  • 9-12 lakh
  • 4-8 years
  • Views
  • 14 Jul 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Looking for an experienced Program Manager who can work independently in a fast paced, ambiguous environment. The Customer Experience Team within Customer Service uses customer activity data, feedback and metrics to identify customer pain points, then advocates for and drives change throughout the organization to reduce defects and improve customer experience. As Launch Readiness Program Manager you will collaborate with business and development teams across the company to define functional requirements, 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 Launch Readiness team works relentlessly to scope and develop solutions to support new areas of business and special Customer Service requirements including their lifecycle management. The successful candidate will be a person who works well with global and cross-functional teams of project or product manager, 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.
Role description
Advocate on behalf of the Customer and Customer Service during all business engagements to ensure a consistent high-bar of excellence.
Drive people, process, and technology initiatives to design the optimal end-to-end Customer Support experience.
Manage all key aspects of the Customer Service and how it pertains to business start-ups and their lifecycle management.
Responsibilities
Collaborate with other worldwide CS, business teams, product managers and technical teams to continuously innovate and redesign programs to better serve our customers.
Define, prioritize and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Customer Service (CS).
Schedule and secure the resources and manage cross functional teams to deliver to these projects.
Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.
Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups.
Act as a knowledgeable resource in CS Operations, sharing best practices in project management.
End to end responsibility for the execution and success of all projects.
B.Tech / MBA having 4 - 8 years of experience with 2+ years of experience as a Program Manager or Product Manager.
Analytical thinker with a proven ability to probe, question and get under the hood of established business operations and processes.
Expert in building and establishing relationships across all levels both within and external to the organization.
Ability to influence and manage both peer-level and senior stakeholders
Decision Making/ Complex Problem Solving- system thinker who proactively gathers the right data from appropriate sources to make the right decisions.
Can act decisively, promptly and confidently.
Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive).
A Big thinker who can look outside the box for solutions but can probe and consider all the facts and details, while still staying aligned with the long term plans and goals
Think and act both strategically and tactically
Degree in engineering, mathematics, statistics, computer science, economics, finance, or related field
Demonstrated capability to manage multiple, disparate projects and/or stakeholder groups.


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Search Light Consultants