Program Manager, Customer Experience

Job Title:
Program Manager, Customer Experience

About INDOFAST ENERGY:

INDOFAST is a 50:50 joint venture between IOCL and SUN Mobility. This joint venture will oversee network deployment, operations and business development.

At INDOFAST, we aim to make electric vehicles affordable and accessible to all. We believe electric vehicles are the future of mobility, and we strive to accelerate their adoption with our innovative battery swapping solutions. These solutions are interoperable across various vehicle platforms and form factors, making them future-proof, sustainable, and highly scalable.

With our state-of-the-art Smart Batteries and a vast network of IoT-enabled Swap Points, long EV charging times, high upfront costs, and range anxiety are a thing of the past.

Through collaborations and partnerships with leading vehicle manufacturers, battery cell technology providers, fleet operators, ride-sharing players, and last-mile transport operators, we are proud to be at the forefront of the EV revolution.

News about INDOFAST: Indian Oil ties up with Sun Mobility for battery-swapping business

Role Overview:

We are hiring a Program Manager – Customer Experience
to lead high-impact programs focused on improving the end-to-end customer journey. This role requires a strong problem-solver who can map customer touchpoints, identify gaps across product lifecycles, and drive actionable solutions to completion. You'll work cross-functionally with product, tech, ops, and support teams to execute initiatives that improve satisfaction, reduce friction, and elevate the overall customer experience.

Key Responsibilities:

• Customer Journey Mapping:
  Map customer journeys across key lifecycle stages (onboarding, fulfillment, delivery, support, etc.) to identify pain points and opportunities.
• Gap Analysis & Problem Solving:
  Conduct root cause analysis on journey breaks or friction points and define clear, data-backed improvement plans.
• Program Management:
  Own end-to-end delivery of CX improvement programs, from ideation and business case development to execution, tracking, and post-implementation review.
• Cross-functional Influence:
  Work closely with Product, Tech, Operations, and Customer Support teams to align on priorities and drive execution without direct authority.
• Ownership & Accountability:
  Take full ownership of initiatives with minimal supervision, ensuring timelines, quality, and outcomes are met.
• Data-Driven Insights:
  Build and maintain CX metrics dashboards (NPS, CSAT, resolution time, etc.) and regularly report progress and findings to stakeholders.
• Voice of Customer (VoC):
  Leverage feedback channels (surveys, calls, tickets) to generate insights and continuously evolve programs based on real customer inputs.

Requirements:

• Bachelor's degree in business, Engineering, or related field; MBA is a plus.
• 3+ years of experience in program management, customer experience, operations, or a similar function—preferably in logistics, e-commerce, or tech-driven services.
• Proven experience in customer journey mapping, process improvement, and cross-functional program delivery.
• Strong ownership mindset with the ability to drive independent initiatives in a fast-paced, ambiguous environment.
• Excellent interpersonal and stakeholder management skills; ability to influence without authority.
• Analytical and data-driven; proficient in Excel, SQL, and tools like Tableau or Power BI.
• Familiarity with customer support platforms and VoC tools (e.g., Zendesk, Freshdesk, Medallia, Qualtrics) is a plus.

What You'll Gain:

• High-impact role with ownership over customer experience transformation.
• Direct influence on how customers perceive and interact with Indofast Energy.
• Opportunity to collaborate with top talent across functions.
• Career growth in a fast-scaling, innovative-driven environment.