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Program Manager- Customer Success
3 months ago
Battery Smart is India's largest and fastest growing battery swapping network for electric vehicles. It provides lightweight, interoperable Li-ion batteries-as-a-service, which can be swapped for a fully charged battery in less than 2 minutes at any Battery Smart swapping station. This frees EV-users from large and recurring capex on batteries, from charging downtime, and from range anxiety.
Battery Smart launched operations in June 2020 and today operates 450+ swapping stations across 12 cities. Currently 14,000+ electric vehicles run on the Battery Smart network, completing more swaps each day than all other players combined. Over the last 12 months, revenues and monthly-swaps have grown more than 30X and 40X respectively, driven by strong expansion in swapping stations and vehicles. Over the next 3 years, Battery Smart aims to be present across 100 cities, with 10,000 stations, and 500,000 vehicles. Our mission is to unlock and accelerate India's transition to mass electric mobility – and as we go after this $17B market (by 2025)
Overview
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.
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.
