Program Manager

4 days ago

Gurugram, India Battery Smart Full time

The Partner Support/Experience Centre Program Manager will oversee and lead a team of Team Leaders (TLs), support associates, Quality Assurance (QA) specialists, and callers to ensure exceptional partner experiences. This role involves managing team performance, analyzing data to drive insights, and maintaining high service standards across the partner support and experience center operations.


Position: Program Manager

Experience: 5+ years

Education: Bachelor’s in Business Administration, Operations Management, or related field (MBA preferred)

Location: Gurugram


Key Responsibilities

1. Team Management:

  • Lead, mentor, and manage a team of Team Leaders (TLs), support associates, QA specialists, and callers.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Foster a positive and collaborative work environment to ensure high levels of team engagement and productivity.

2. Operational Oversight:

  • Oversee daily operations of the partner support and experience center to ensure efficiency and quality service.
  • Implement and maintain standard operating procedures (SOPs) to streamline processes and improve service delivery.
  • Monitor call center metrics and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

3. Data Analysis and Reporting:

  • Analyze operational data to identify trends, areas for improvement, and actionable insights.
  • Prepare and present detailed reports on team performance, service metrics, and operational challenges to senior management.
  • Utilize data to drive decision-making and enhance overall partner support experience.

4. Quality Assurance:

  • Develop and enforce quality control measures to maintain high service standards.
  • Implement regular training programs for team members to ensure consistent and exceptional service delivery.
  • Conduct regular audits and quality checks to ensure compliance with company standards.

5. Partner Experience Management:

  • Act as the primary point of contact for escalated partner issues, ensuring timely and effective resolution.
  • Collaborate with internal teams to address partner concerns and improve overall partner satisfaction.
  • Facilitate open communication channels between the company and partners to share best practices and address operational challenges.

6. Continuous Improvement:

  • Identify opportunities for process improvements and implement initiatives to enhance operational
  • efficiency.
  • Stay updated with industry trends and best practices to ensure the partner support and experience center remains competitive.
  • Lead the implementation of new technologies and systems aimed at improving service delivery and partner satisfaction.

7. Stakeholder Engagement:

  • Work closely with internal departments such as supply chain, marketing, and customer service to align operational strategies with business objectives.
  • Represent the partner support team in meetings and negotiations with potential and existing partners.


Qualifications

  • Bachelor’s degree in Business Administration, Operations Management, or a related field. An MBA is preferred.
  • 5+ years of experience in operations management, preferably in call center, customer support, or related fields.
  • Proven experience in managing large teams and multi-site operations.
  • Strong leadership and team management skills.
  • Excellent communication, negotiation, and interpersonal skills.
  • Ability to analyze complex data and develop actionable insights.
  • Proficiency in using operational management software and tools.


Key Competencies

Strategic Thinking: Ability to develop and implement strategic operational plans.

Operational Excellence: Strong focus on efficiency, quality, and continuous improvement.

Relationship Management: Skilled in building and maintaining strong partnerships.

Problem-Solving: Ability to identify issues and develop effective solutions; Strong analytical skills and communication abilities.

Adaptability: Comfortable working in a fast-paced and dynamic environment.

Proficient in SQL for data analysis.

Skilled in advanced Google Sheets functionalities.

Project management skills with the ability to prioritize tasks and manage timelines.

Knowledge of customer service best practices.

  • Program Manager

    6 months ago

    Gurugram, India Droom Technology Pvt Ltd Full time

    View Details Role: As a Program Manager at Droom, you will be at the forefront of driving strategic initiatives and organization wide programs that are critical to the success and growth of our business. You will play a pivotal role in leading cross-functional teams and ensuring the successful execution and delivery of key projects and initiatives. Your...

  • Program Manager

    2 weeks ago

    Gurugram, India Carrum Mobility Solutions Pvt Ltd Full time

    Job Summary:We are looking for a detail-oriented Program Manager / Analyst to manage and analyze data, improve processes, and provide insightful reporting. The ideal candidate will have strong analytical and organizational skills, experience in project or program management, and a demonstrated ability to use MS Excel for data analysis and presentation.Key...

  • Program Manager

    2 weeks ago

    Gurugram, India Carrum Mobility Solutions Pvt Ltd Full time

    Job Summary:We are looking for a detail-oriented Program Manager / Analyst to manage and analyze data, improve processes, and provide insightful reporting. The ideal candidate will have strong analytical and organizational skills, experience in project or program management, and a demonstrated ability to use MS Excel for data analysis and presentation.Key...

  • Program Manager

    2 months ago

    Gurugram, India Aaizel Full time

    Salary : 10-15 LPA Program Management : - Develop and Execute Project Plans : Lead the creation of comprehensive project plans, including timelines, milestones, and deliverables, ensuring alignment with company objectives. - Resource Allocation : Efficiently allocate and manage resources, including personnel, budget, and technology, to optimize project...

  • Program Manager

    7 days ago

    Gurugram, India Digiaccel Learning Full time

    Program Manager - Altera Institute of Management | Work from Office | GurugramAltera Institute of Management (AIM) by Digiaccel is looking for a Program Manager for its Post Graduate Program in Applied Marketing. AIM offers its flagship 1-year in campus business specialist program aimed at building next generation of marketeers equipped with...

  • Program Manager

    1 week ago

    Gurugram, India Digiaccel Learning Full time

    Program Manager - Altera Institute of Management | Work from Office | GurugramAltera Institute of Management (AIM) by Digiaccel is looking for a Program Manager for its Post Graduate Program in Applied Marketing. AIM offers its flagship 1-year in campus business specialist program aimed at building next generation of marketeers equipped with...

  • Program Manager

    7 days ago

    Gurugram, India Digiaccel Learning Full time

    Program Manager - Altera Institute of Management | Work from Office | Gurugram Altera Institute of Management (AIM) by Digiaccel is looking for a Program Manager for its Post Graduate Program in Applied Marketing. AIM offers its flagship 1-year in campus business specialist program aimed at building next generation of marketeers equipped with...

  • Loyalty Program Manager

    3 weeks ago

    gurugram, India Elevatoz Loyalty Full time

    Company Description Elevatoz Loyalty specializes in creating and managing channel loyalty, customer loyalty, and employee rewards and recognition programs in Bengaluru. With a focus on human behavior, technology, and program design, Elevatoz ensures consistent and desired results for its clients. The company designs, launches, and optimizes loyalty and...

  • Loyalty Program Manager

    3 weeks ago

    gurugram, India Elevatoz Loyalty Full time

    Company DescriptionElevatoz Loyalty specializes in creating and managing channel loyalty, customer loyalty, and employee rewards and recognition programs in Bengaluru. With a focus on human behavior, technology, and program design, Elevatoz ensures consistent and desired results for its clients. The company designs, launches, and optimizes loyalty and...

  • Loyalty Program Manager

    3 weeks ago

    gurugram, India Elevatoz Loyalty Full time

    Company Description Elevatoz Loyalty specializes in creating and managing channel loyalty, customer loyalty, and employee rewards and recognition programs in Bengaluru. With a focus on human behavior, technology, and program design, Elevatoz ensures consistent and desired results for its clients. The company designs, launches, and optimizes loyalty and...

  • Loyalty Program Manager

    3 weeks ago

    Gurugram, India Elevatoz Loyalty Full time

    Company DescriptionElevatoz Loyalty specializes in creating and managing channel loyalty, customer loyalty, and employee rewards and recognition programs in Bengaluru. With a focus on human behavior, technology, and program design, Elevatoz ensures consistent and desired results for its clients. The company designs, launches, and optimizes loyalty and...

  • Loyalty Program Manager

    3 weeks ago

    Gurugram, India Elevatoz Loyalty Full time

    Company DescriptionElevatoz Loyalty specializes in creating and managing channel loyalty, customer loyalty, and employee rewards and recognition programs in Bengaluru. With a focus on human behavior, technology, and program design, Elevatoz ensures consistent and desired results for its clients. The company designs, launches, and optimizes loyalty and...

  • Loyalty Program Manager

    3 weeks ago

    Gurugram, India Elevatoz Loyalty Full time

    Company Description Elevatoz Loyalty specializes in creating and managing channel loyalty, customer loyalty, and employee rewards and recognition programs in Bengaluru. With a focus on human behavior, technology, and program design, Elevatoz ensures consistent and desired results for its clients. The company designs, launches, and optimizes loyalty and...

  • Program Manager

    2 months ago

    Gurgaon/Gurugram, IN Aaizel Full time

    Salary : 10-15 LPA Program Management : - Develop and Execute Project Plans : Lead the creation of comprehensive project plans, including timelines, milestones, and deliverables, ensuring alignment with company objectives. - Resource Allocation : Efficiently allocate and manage resources, including personnel, budget, and technology, to optimize project...

  • Program Manager

    3 days ago

    Gurugram, India Battery Smart Full time

    The Partner Support/Experience Centre Program Manager will oversee and lead a team of Team Leaders (TLs), support associates, Quality Assurance (QA) specialists, and callers to ensure exceptional partner experiences. This role involves managing team performance, analyzing data to drive insights, and maintaining high service standards across the partner...

  • Program Manager

    3 days ago

    Gurugram, India Battery Smart Full time

    The Partner Support/Experience Centre Program Manager will oversee and lead a team of Team Leaders (TLs), support associates, Quality Assurance (QA) specialists, and callers to ensure exceptional partner experiences. This role involves managing team performance, analyzing data to drive insights, and maintaining high service standards across the partner...

  • Manager Statistical Programming

    2 months ago

    Gurugram, India SUN PHARMA Full time

    Manager Statistical Programming:The Manager Statistical Programming will provide comprehensive programming expertise to lead and support all programming activities as per the project strategies. The incumbent should be able to work independently implementing and executing the programming and project standards to support ongoing clinical studies and requests...

  • Manager Statistical Programming

    2 months ago

    gurugram, India SUN PHARMA Full time

    Manager Statistical Programming:The Manager Statistical Programming will provide comprehensive programming expertise to lead and support all programming activities as per the project strategies. The incumbent should be able to work independently implementing and executing the programming and project standards to support ongoing clinical studies and requests...

  • Manager Statistical Programming

    2 months ago

    Gurugram, India SUN PHARMA Full time

    Manager Statistical Programming:The Manager Statistical Programming will provide comprehensive programming expertise to lead and support all programming activities as per the project strategies. The incumbent should be able to work independently implementing and executing the programming and project standards to support ongoing clinical studies and requests...

  • Manager Statistical Programming

    2 months ago

    gurugram, India SUN PHARMA Full time

    Manager Statistical Programming: The Manager Statistical Programming will provide comprehensive programming expertise to lead and support all programming activities as per the project strategies. The incumbent should be able to work independently implementing and executing the programming and project standards to support ongoing clinical studies and...