Program Manager - Customer Experience

Role Overview:We are looking for a passionate and process-drivenCX Programme Managerwho truly understands the depth and breadth ofCustomer Experience . The ideal candidate is expected toset up and optimize CX processes , identify improvement opportunities across all touchpoints, and work closely with stakeholders to build acustomer-obsessed cultureacross the organization. This is not a people management role but ahigh-ownership execution and insights-driven rolefocused on solving key CX challenges and creating tangible business impact.Key Responsibilities: Design and implement robust CX processesthat enhance customer satisfaction and improve key metrics like: Average Handling Time (AHT) First Contact Resolution (FCR) NPS / CSAT Self-serve adoption Ownend-to-end journey analysisacross touchpoints and recommend what can be done better to elevate customer experience. DevelopBusiness Requirement Documents (BRDs)and case studies to propose enhancements to Product and Tech teams. Lead CX programsaimed at identifying gaps, reducing escalations, and improving turnaround time (TAT). Perform deep dives into operational processes related toReturns, Replacements, and Cancellationsto identify leakage and control points. Act as theVoice of the Customer (VOC)and drive cross-functional improvements with Ops, Product, Tech, Logistics, and other key teams. Bring in the right tools and automation solutions toempower internal CX teamsand improve frontline effectiveness. Generateinsights, dashboards, and reportsto help senior management take timely corrective actions. Track the impact of implemented initiatives and continuously iterate for excellence.What We’re Looking For: 2–4 years of relevant experience in Customer Experience, Customer Success, or CX Analytics roles. Strong understanding of CX frameworks, customer journey mapping, and service metrics. Hands-on experience in designing or reengineering support processes. Ability to write clear and structured BRDs with quantified impact. Excellent data analysis skills – proficiency in Excel, Google Sheets, or BI tools. A strong sense ofextreme ownership , attention to detail, and ability to think from both customer and business lenses. Great communication and collaboration skills to influence cross-functional stakeholders.

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