Ecommerce Program Director

6 days ago

Aurangabad, Maharashtra, India beBeeCustomer Full time ₹ 18,24,957 - ₹ 23,95,314
About This Role

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

Key Responsibilities
  • Lead and mentor the escalation team, guiding them on effective practices for handling customer grievances and ensuring service level agreement compliance; act as the final point of contact for critical issues.
  • 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 First Contact Resolution, Customer Satisfaction, Average Handle Time, Quality, Productivity; enhance service level agreements and maintain audit/compliance readiness.
Strategic Leadership

This role will strengthen leadership within the Customer Service team, manage high-priority customer escalations, and shape the customer service technology roadmap to improve both customer and agent experience.

  • Lead customer service transformation initiatives and drive key programs across efficiency, automation, and customer experience improvement.
  • Partner with Product and Technology teams to design and execute the Customer Service technology roadmap across the value chain.
What You'll Need
  • A customer-first mindset with 12+ years of experience in Customer Service/Operations/Program Management in an e-commerce environment, including 4–5 years in senior leadership.
  • Proven ability to lead and manage large, distributed Customer Service operations teams across geographies, ensuring delivery of service level agreements, high agent quality, productivity, and a customer-first culture.

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