Senior Program Manager

Job Title:
Senior Program Manager, Customer Support

Location:
Gurgaon, India

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a Senior Program Manager
,
Customer Support who can help us move even faster.

noon's mission: Every door, every day.

What you'll do

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

We are looking for a Senior Program Manager in Customer Service to lead key initiatives in a fast-growing e-commerce environment. This role will strengthen leadership within the CS team, manage high-priority customer escalations, and shape the CS technology roadmap to improve both customer and agent experience.

The role includes managing a large CS operations team spread across multiple locations, ensuring smooth handling of complex issues that go beyond frontline support. The right person will focus on driving customer satisfaction, reducing churn, and building long-term improvements in customer support processes.

This is a strategic leadership position that requires close collaboration with cross-functional teams and regular engagement with senior leadership, thriving in a fast-paced, dynamic e-commerce environment.

Responsibilities

Customer Escalation Management

• Lead and mentor the escalation team, guiding them on effective practices for handling customer grievances and ensuring SLA compliance; act as the final point of contact for critical issues.
• Build a proactive escalation framework through root cause analysis, corrective actions, and preventive process changes to minimize repeat escalations changes.
• Analyze escalation trends, customer feedback, support metrics to identify root causes, and deploy best practices to improve response time
• Drive execution against key Customer Experience (CE) performance metrics including FCR, CSAT, AHT, Quality, Productivity ; enhance SLAs and maintain audit/compliance readiness.
• Lead regular performance reviews across sites and present progress updates to senior leadership.
• Strengthen communication protocols to ensure escalations are handled with empathy, speed, and transparency.
• Implement data-driven improvements to elevate service quality.
• Inspire, coach, and develop Customer Experience Managers, Team Leaders, and agents to build a high-performance, customer first culture.

Strategic Program Management

• Lead CS transformation initiatives and drive key programs across efficiency, automation, and customer experience improvement.
• Own program roadmaps, define success metrics, and ensure on-time, high-quality delivery of outcomes.

Technology & CS Roadmap

• Partner with Product and Tech teams to design and execute the Customer Service technology roadmap across the value chain.
• Implement tools and processes that enable agents to resolve escalations faster and provide better customer interactions (CRM enhancements, knowledge bases, automation, AI-driven support).
• Leverage AI, chatbots, CRM, and analytics to digitize and scale customer support operations.

Stakeholder & Leadership Alignment

• Act as a key bridge between CS, Tech, Product, and other business teams to ensure alignment and seamless execution.
• Drive governance forums, performance reviews, and reporting to senior leadership.

What you'll need

• Customer-first mindset with 12+ years of experience in Customer Service/Operations/ Program Management in e-commerce environment, including 4–5 years in senior leadership.
• Proven ability to lead and manage large, distributed CS operations teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture.
• Strategic thinking, problem solving & execution ownership. Proven ability to lead large, complex programs and deliver measurable outcomes.
• Strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills. Must have the ability to dive deep into multi-functional business processes.
• Hands-on experience with CRM platforms, automation tools, and knowledge bases; strong track record in defining and executing CS technology roadmaps.
• High adaptability, flexibility and resilience in dynamic environments - proactive self-starter.
• Operates with a founder's mindset, takes full ownership of challenges, and drives accountability and outcomes.

Who will excel?

• We're looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.