Program Manager

4 weeks ago

Mumbai Metropolitan Region, India Rebel Foods Full time

About Rebel Foods:

We are a leading consumer company that's revolutionizing the food industry with technology. Our mission is to build the world's most valuable restaurant company on the internet, superfast.

As a Program Manager at Rebel Foods, you will work like an entrepreneur for the customer and no one else. You will lead programs that prioritize the customer's requirements over the organization's requirements, building critical enablers for the Customer Experience (CX).

The role mandates a perfect balancing act between doing the right thing in the short term and doing the best thing in the long term. You will confront all threats to deliver the best in class experiences on quality, value, and convenience for our customers.

Key Responsibilities:

  • Own and analyze customer pain points, feedback, and complaints across all geographies
  • Design and implement best-in-class CX for post-order experience
  • Create and present metrics in leadership forums, ensuring a rigorous drumbeat on the CX program charter
  • Identify flows to reduce manual engagement and automate customer journeys with product/tech flows
  • Work with product teams to define CX prioritization
  • Own, analyze, and design measures for driving improvements across all platform cancellations & refunds
  • Create CX roadmap documents and maintain cadence on senior management reviews and updates
  • Track CX initiatives and drive accountability by leveraging partner teams or leadership support
  • Perform qualitative and quantitative analysis for large issues impacting CX

PREFERRED SKILLS:

  • Tactfully managing anecdotes without getting blinded by averages, proactively engaging in problem-solving
  • Having a strong backbone to stand up for the customer even if there are conflicting business priorities
  • Supreme articulation and convincing skills - ability to influence without authority
  • Influence all decisions within the organization to be customer-first, jumping in & getting things done
  • Ability to participate in and lead cross-functional teams - collaboration over cohesion
  • Demonstrated experience in structured problem-solving using 6 sigma or other methodologies

PREFERRED QUALIFICATIONS:

  • Demonstrated experience on program/project management preferably in Operations domain
  • Bachelor's degree in engineering or commerce
  • MBA or Master's Degree in marketing, operations, or general management (preferable)
  • 5-8 years of experience in consulting, E-commerce, or startups
  • Experience working in a customer contact reduction or defect reduction capacity (preferable)

Learn more about Rebel Foods here: Culture@RebelFoods.pdf

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