Rebel foods | program manager
5 days ago
We are surrounded by the world's leading consumer companies led by technology - Amazon for retail, Airbnb for hospitality, Uber for mobility, Netflix and Spotify for entertainment, etc. Food & Beverage is the only consumer sector where large players are still traditional restaurant companies. At Rebel Foods, we are challenging this status quo as we are building the world's most valuable restaurant company on the internet, superfast.
The opportunity for us is immense due to the exponential growth in the food delivery business worldwide which has helped us build 'The World's Largest Internet Restaurant Company' in the last few years. Rebel Foods' current presence is India, UAE & UK with close to 50 brands and 4500+ internet restaurants has been built on The Rebel Operating System.
While for us it is still Day 1, we know we are in the middle of a revolution towards creating never seen before customer-first experiences. We bring you a once-in-a-lifetime opportunity to disrupt the 500-year-old industry with technology at its core.
For more details on how we are changing the restaurant industry from the core, using the power of the internet, please refer below links:
THE ROLE & KEY JOB RESPONSIBILITIES
The Program Manager will work like an entrepreneur for the customer and no one else At Rebel, we always think Customer First and this role will build critical enablers for the Customer Experience (CX) by leading programs that prioritize the customer’s requirements over the organization's requirements. 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. This role will be expected to confront all threats so that we will deliver the best in class experiences on quality, value and convenience for our customers. The role will be based out of Bangalore and report into the VP for Customer Experience at Rebel Foods. The key responsibilities will include the following
Own and proactively, identify/analyze customer pain points, feedback and complaints for Rebel Foods across all geographies
Design, suggest and work with partner teams to provide the best in class CX for post order experience
Create and present metrics in leadership forums. Ensuring rigorous drumbeat on the CX program charter
Work on identifying flows to reduce manual engagement and automate customer journeys with the help of product/tech flows
Working with product teams and defining the CX prioritization
Own, analyze and design measures for driving improvements across all platform cancellations & refunds
Create CX roadmap documents and maintaining cadence on senior management reviews and updates
Tracking of CX initiatives and driving accountability by leveraging partner team or leadership support
Performing qualitative and quantitative analysis for large issues that impact CX
Closely working with other internal stakeholder teams such as kitchen operations, process excellence, brands etc to meet program deliverables
PREFERRED SKILLS
Tactfully managing anecdotes without getting blinded by the 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 team - 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 Customer Experience domain
Bachelor's degree in engineering or commerce
MBA on Masters Degree in marketing, operations or general management (preferable)
4-8 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 here: Foods.pdf
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