Automation Program Manager

Job Title: Entrepreneur in Residence (EIR) – Customer Support Strategy Role: Customer Support (AI Automation Program Manager) Location: HSR Layout, Bangalore (Onsite) Role Type: Full-time About AppsForBharat (Sri Mandir App) AppsForBharat, a Series C faith-tech company, builds digital platforms serving the spiritual and devotional needs of hundreds of millions. Our flagship, Sri Mandir, is the world’s largest app for Hindu devotees—offering access to rituals, teachings, sacred temples, and a connected devotional community. We’re on a mission to serve 100M+ users, bringing structure, accessibility, and meaning to the $44B devotion economy. Role Overview: EIR – Customer Support Customer Success is a core user touchpoint and a retention lever. As EIR–CS, you’ll turn CS from support into an AI-enabled system—build the processes, automation, and playbooks the team runs; use AI to automate emails/calls, power agent-assist, and enable self-serve across app, WhatsApp, email, voice, and social. You report into Operations and work closely with CRM and Product to ship user-facing improvements. What you will own - Omni-channel service layer: Stand up a unified CS stack across app, WhatsApp, email, voice/IVR, and social with single customer identity and end-to-end ticketing. - AI email & voice automation: Deploy AI to draft/send emails and drive transactional calls (confirmations, status, callbacks, surveys) with smart routing, human-handoff, and auto-summaries. - Self-serve & accurate communication: Launch cross-channel self-serve (reschedule/cancel/status/name-gotra) and proactive notifications; translate operations constraints into precise templates/guardrails so we resolve fast without over-promising. - Customer sgement-tiered service model: With CRM, define customer segments, SLAs, priority channels, and escalation policies; stand up a lightweight “priority desk” framework for top users. - Process & quality: Build SOPs, QA rubrics, and root-cause loops for recurrent issues (fulfilment, ritual accuracy, prasad); publish weekly operational health and RCA summaries. - Team enablement: Work with the CS lead to upskill agents on new workflows, scripts, and automations; institute training cadences and certification. - Cross-functional execution: Coordinate with Ops (fulfilment dependencies), CRM (retention goals and journeys), and Product (feature delivery) to land changes end-to-end. How you will work (matrix, co-ownership) - CRM: Align on segmentation, LTV-based SLAs, deflection/self-serve goals, and retention impact. - Product/Design/Tech: Prioritize chat SDKs, self-serve flows, status surfaces, identity linking, notifications. - Operations: Translate ops realities into CS playbooks—upskill agents, configure accurate response templates, and set guardrails so we answer well without over-promising. - Brand/Comms: Harmonize voice/tone and escalation handling for public channels. What you’ll bring Customer obsession, first-principles problem solving, and the ability to turn ambiguity into scalable systems. You’re ready to ramp up and become fluent with CS metrics, comfortable orchestrating vendors/tools, and great at aligning cross-functional teams around measurable outcomes. Requirements - 3-5 years of prior experience working at early stage high velocity startups; Even better if you’re already building CS automation or integrating AI into CS - Proven experience in build AI first products and workflows; strong knowledge of latest developments especially in field of customer support - Strong execution and stakeholder management across Product, Ops, and Marketing/CRM. - Analytical, data-driven communicator with excellent written/spoken clarity. - Cultural sensitivity; a personal connection to spirituality/devotion is a plus. Why AppsForBharat - Shape how millions experience Sri Mandir’s most sensitive touchpoints. - Make CS vertical AI enabled and transform devotee experience - Lead org-critical projects in a fast-growing environment. - Calm, collaborative, pet-friendly office in HSR Layout.