Program Service Director

6 days ago

Rajahmundry, Andhra Pradesh, India beBeeLeader Full time ₹ 21,60,000 - ₹ 29,46,000
Job Title: Senior Program Manager

We are seeking a seasoned leader to oversee the development of our digital ecosystem.

  • Our mission is to deliver high-quality services that meet customer needs.

Key Responsibilities:

Leadership and Team Management
  • Lead and mentor a team of customer service professionals, guiding them on best practices for handling customer grievances and ensuring SLA compliance;
  • Develop and implement strategies to minimize repeat escalations;
  • Drive execution against key customer experience performance metrics including first call resolution, customer satisfaction, and average handle time.

Strategic Program Management:

  • Own program roadmaps, define success metrics, and ensure on-time delivery of outcomes;
  • Partner with product and technology teams to design and execute the customer service technology roadmap.
Requirements
  • 12+ years of experience in customer service/operations/program management in an e-commerce environment;
  • Proven ability to lead large distributed teams across geographies, ensuring delivery of SLAs, high agent quality, productivity, and a customer-first culture;
  • Strong problem-solving, analytical, and people development capabilities.

We are looking for individuals with a strong track record of delivering results-driven programs and a passion for innovation and excellence.

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