Associate Program Manager

Job Description About the Company: Founded in 2019, zingbus is building the most trusted brand for intercity travel. Keeping reliability and safety at the core, we are building a two-sided platform that delivers standardized journey experience for travelers and increased earnings for our supply partners. We connect 300+ cities across the country through our daily services and have served 2.5 Mn+ unique customers so far and are aggressively working towards the fleet electrification and establishment of charging technology and infrastructure. Raised Series A from Y Combinator, InfoEdge, AdvantEdge, and other prominent investors from India and Silicon Valley. Additionally, secured a significant investment of $9 million from bp Ventures. https://www.bp.com/en_in/india/home/news/press/bp-ventures-invests-9-million-in-indias-leading-intercity-bus platform-zingbus.html Position: Associate Program Manager - Customer Excellence Overview: We're seeking a strategic and execution-oriented Assistant Product Manager to join our Customer Excellence & Standardization team. In this role, you'll drive new projects from 0 to 1, establish comprehensive bus standardization frameworks, and contribute to strategic initiatives that differentiate zingbus in the market. You'll work at the intersection of product strategy, operations, and customer experience to launch innovative solutions and ensure consistent, premium quality across our growing fleet of 250+ buses serving 350+ cities. What you will do: New Project Initiatives (0 to 1) Conceptualize, plan, and launch new customer experience initiatives from scratch Lead pilot programs for new service offerings, amenities, and value-added services Design go-to-market strategies for new product features and service enhancements Build business cases and ROI models for new initiatives with market research and customer insights Own end-to-end project execution from ideation to scaling across the network Experiment with innovative solutions to differentiate zingbus in the competitive market Bus Standardization & Fleet Excellence Define and implement comprehensive bus standardization frameworks covering: Physical amenities (seating, charging ports, WiFi, entertainment systems,hygiene) Bus types and configurations (sleeper, semi-sleeper, seater standards) Safety equipment and compliance requirements Branding and visual identity standards across fleet Develop tier-based service classifications (Standard, Premium, Luxury/Maxx) with clear specifications Create inspection protocols and audit mechanisms for bus quality compliance Work with bus operators to upgrade fleet standards and maintain consistency Evaluate and onboard new bus models and technologies (EV buses, advanced amenities) Design passenger comfort standards and measure compliance across routes Strategic Planning & Analysis Contribute to long-term customer excellence strategy and roadmap development Conduct competitive analysis to identify market gaps and opportunities Build strategic frameworks for route expansion, service tier positioning, and pricing Analyze market trends, customer preferences, and demand patterns to inform strategy Partner with leadership on strategic decisions related to fleet composition and service Differentiation Develop business intelligence reports on customer behavior, retention, and satisfaction drivers Standardization Governance Create governance frameworks to ensure adherence to bus and service standards Design audit and quality assurance programs with clear metrics and accountability Build operator scorecards and performance measurement systems Establish feedback loops with operators for continuous improvement Develop training materials and guidelines for operator compliance Cross-Functional Leadership Lead cross-functional teams across Product, Operations, Supply, and Technology Drive alignment between customer excellence goals and business objectives Present strategic recommendations and project updates to senior leadership Collaborate with Supply team on operator partnerships and fleet optimization Work with Marketing on positioning new initiatives and standardization benefits What we are looking for: 13 years of experience in product management, operations, consulting, or similar roles Prior experience in customer-facing roles or customer experience improvement is highly preferred Strong analytical skills with proficiency in Excel/Google Sheets and basic data analysis Experience with SQL for data extraction and analysis (preferred) Familiarity with product management tools such as JIRA, Mixpanel, Google Analytics, etc. Understanding of dashboarding and visualization tools like Tableau, Metabase, etc. Experience launching new products, features, or business initiatives in the travel/mobility sector Background in strategy consulting, investment banking, or strategic roles in startup. Understanding of fleet operations, vehicle standards, and quality management. Experience collaborating with external partners/vendors in an aggregator model Exposure to competitive strategy frameworks and market analysis MBA from a top-tier institution (preferred) Prior startup experience with comfort in fast-paced, ambiguous environments