Leadership Opportunity for Experienced Program Manager

2 days ago

Cochin, Kerala, India beBeeCustomer Full time ₹ 10,80,000 - ₹ 16,20,000

Job Title: Senior Program Manager

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About the Role:

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We are seeking an accomplished professional to lead key initiatives in our fast-growing e-commerce environment. This role will strengthen leadership within the Customer Service team, manage high-priority customer escalations, and shape the CS technology roadmap to improve both customer and agent experience.

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The ideal candidate will have 12+ years of experience in Customer Service/Operations/Program Management in an e-commerce environment, including 4-5 years in senior leadership. They will be responsible for managing a large CS operations team spread across multiple locations, ensuring smooth handling of complex issues that go beyond frontline support.

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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.

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Key Responsibilities:

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  • 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.">
  • Strategic Program Management: Lead CS transformation initiatives and drive key programs across efficiency, automation, and customer experience improvement.">
  • Technology & CS Roadmap: Partner with Product and Tech teams to design and execute the Customer Service technology roadmap across the value chain.
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Requirements:

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  • A customer-first mindset with 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment.">
  • 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, and execution ownership. Proven ability to lead large, complex programs and deliver measurable outcomes.
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Benefits:

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This is an excellent opportunity to make a meaningful impact in a fast-paced, dynamic environment.

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Others:

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Please note that this job description may not be comprehensive. The company reserves the right to update or modify job duties at any time.

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