Visionary Ecommerce Operations Leader

7 days ago

Delhi, Delhi, India beBeeLeadership Full time ₹ 1,00,00,000 - ₹ 2,00,00,000
Senior Program Manager Job Description

We are seeking an exceptional Senior Program Manager to lead key initiatives in our fast-growing e-commerce environment. This strategic leadership position requires close collaboration with cross-functional teams and regular engagement with senior leadership.

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

  • Critical Responsibilities:
  • Manage a large CS operations team spread across multiple locations, ensuring smooth handling of complex issues that go beyond frontline support.
  • 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.
  • 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 FCR, CSAT, AHT, Quality, Productivity; enhance SLAs and maintain audit/compliance readiness.
  • Implement data-driven improvements to elevate service quality.
  • Inspire, coach, and develop Customer Experience Managers, Team Leaders, and agents to build a high-performance, customer first culture.

About the Role:

This is a demanding leadership position that requires strong problem-solving, analytical, performing RCA, people development capability, and stakeholder management skills.

Requirements:

  • A customer-first mindset with 12+ years of experience in Customer Service/Operations/Program Management in e-commerce environment, including 4–5 years in senior leadership.
  • 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.

Your Success Factors:

  • You need to be highly motivated, resourceful, and operate with a deep bias for action.
  • You have the courage to be fiercely original and make tough decisions.

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