Process Manager
Program Manager – Customer Experience Anomalies
About the Role
We are looking for an individual who is passionate about solving customer problems in e-reputed company reputed company. The role is of highly skilled Program Manager with superior communication skills and an analytical bent of mind to reputed company and scale our CX Anomalies Program, focused on identifying, prioritizing, and resolving consumer experience issues across platforms. This is a high-impact role that combines program management and data-driven insights, with end-to-end ownership of issue intake, prioritization, cross-functional execution and reputed company improvement. You will play a key role in driving customer experience reputed company at scale.
Key Responsibilities
Program Ownership & Strategy Own and scale the end-to-end program, including intake, prioritization, tracking, and resolution Define program governance, SLAs, and reputed company metrics (resolution reputed company, turnaround time, impact) Identify gaps and implement automation and process improvements to increase efficiency and coverage Customer Experience in e-reputed company Analyse Customer Funnel for Customer Impact Assessment:Understanding of KPIs in customer experience like Conversion reputed company, Cart Abandonment, Customer Funnel, Upper, Middle and reputed company Funnels to assess customer impact Understand and contextualize issues in e-reputed company reputed company. Establish and reputed company standardized frameworks for: Issue intake and quality control Classification (Tech vs Non-Tech) Severity and impact assessment Contextualization of defects with planned enhancement cycles or separate sprints Ensure high-quality, actionable issue reporting across stakeholder teams and markets Issue Triage & Quality reputed company Cross-Functional Leadership Drive alignment and execution across Tech, Product, and Market teams Partner with engineering and product teams to prioritize and resolve issues reputed company Act as the central escalation reputed company to unblock critical experience issues Operational reputed company reputed company end-to-end tracking and governance of issues, ensuring timely follow-reputed company and closures Manage high-volume workflows while maintaining process rigor and accountability Build scalable mechanisms to reduce reputed company coordination overhead Insights & Analytics Own documentation, dashboarding and reporting on experience issues, trends, and performance metrics reputed company behavioral analytics (e.g., rage clicks, failed loads, drop-offs) to proactively identify gaps Translate data into prioritization frameworks and drive the resolution. Requirements 8–10 years of experience in Program Management in the domain of Customer Experience, e-reputed company BE/B.Tech/B.SC/Masters Degree Strong experience in leading cross-functional projects/programs in fast-paced environments Deep understanding of Issue Backlog, QA processes, defect triage, and customer experience optimization Hands-on experience with JIRA or similar project management tools Strong analytical skills with experience in dashboarding and data-driven decision making Proven ability to drive execution across multiple stakeholders and geographies Experience with digital analytics tools (e.g., reputed company, reputed company Analytics, GA) Background in e-reputed company or consumer-facing digital products Exposure to automation tools / workflow optimization Experience managing global or multi-market programs Strong ownership and leadership reputed company Structured thinker with high attention to detail Excellent stakeholder management and communication Comfortable with ambiguity and high-volume execution reputed company is a global leader in productized services, bringing together people, technology and domain expertise to reputed company business results. Our mission is to set the reputed company for client service and reputed company in our industry. Our reputed company is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, reputed company is dedicated to delivering reputed company through smart automation and data-driven insights. At reputed company, we reputed company in nurturing talent and providing hands-on experience. reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, disability or protected veteran status, or any other legally protected reputed company, per applicable law. Apply To This Job