Program Manager

3 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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