Program Manager- Customer Experience

20 hours ago

Bengaluru, Karnataka, India Indofast Energy Full time ₹ 12,00,000 - ₹ 24,00,000 per year

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.

Location:
Bangalore

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.
  • Opportunity to collaborate with top talent across functions.
  • Career growth in a fast-scaling, innovative-driven environment.

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