Program Manager

4 weeks ago

Thāne, Maharashtra, India The Sleep Company Full time

Role Overview:

We are looking for a passionate and process-driven CX Programme Manager who truly understands the depth and breadth of Customer Experience. The ideal candidate is expected to set up and optimize CX processes, identify improvement opportunities across all touchpoints, and work closely with stakeholders to build a customer-obsessed culture across the organization.

This is not a people management role but a high-ownership execution and insights-driven role focused on solving key CX challenges and creating tangible business impact.

Key Responsibilities:

  • Design and implement robust CX processes that enhance customer satisfaction and improve key metrics like:
  • Average Handling Time (AHT)
  • First Contact Resolution (FCR)
  • NPS / CSAT
  • Self-serve adoption
  • Own end-to-end journey analysis across touchpoints and recommend what can be done better to elevate customer experience.
  • Develop Business Requirement Documents (BRDs) and case studies to propose enhancements to Product and Tech teams.
  • Lead CX programs aimed at identifying gaps, reducing escalations, and improving turnaround time (TAT).
  • Perform deep dives into operational processes related to Returns, Replacements, and Cancellations to identify leakage and control points.
  • Act as the Voice of the Customer (VOC) and drive cross-functional improvements with Ops, Product, Tech, Logistics, and other key teams.
  • Bring in the right tools and automation solutions to empower internal CX teams and improve frontline effectiveness.
  • Generate insights, dashboards, and reports to help senior management take timely corrective actions.
  • Track the impact of implemented initiatives and continuously iterate for excellence.

What We're Looking For:

  • 2–4 years of relevant experience in Customer Experience, Customer Success, or CX Analytics roles.
  • Strong understanding of CX frameworks, customer journey mapping, and service metrics.
  • Hands-on experience in designing or reengineering support processes.
  • Ability to write clear and structured BRDs with quantified impact.
  • Excellent data analysis skills – proficiency in Excel, Google Sheets, or BI tools.
  • A strong sense of extreme ownership, attention to detail, and ability to think from both customer and business lenses.
  • Great communication and collaboration skills to influence cross-functional stakeholders.

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