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 reputed company our CX Anomalies Program, reputed company on identifying, prioritizing, and resolving consumer experience issues across platforms. This is a high-reputed company 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 reputed company. Key Responsibilities Program Ownership & reputed company Own and reputed company the end-to-end program, including intake, prioritization, tracking, and reputed company  Define program governance, SLAs, and reputed company metrics (reputed company reputed company, turnaround time, reputed company)  Identify gaps and implement automation and process improvements to increase efficiency and coverage  Customer Experience in e-reputed company Analyse Customer Funnel for Customer reputed company Assessment:Understanding of KPIs in customer experience like Conversion reputed company, Cart Abandonment, Customer Funnel, Upper, Middle and reputed company Funnels to assess customer reputed company Understand and contextualize issues in e-reputed company reputed company. Establish and reputed company standardized frameworks for: Issue intake and reputed company control  Classification (Tech vs Non-Tech) Severity and reputed company assessment  Contextualization of defects with planned enhancement cycles or separate sprints  Ensure high-reputed company, actionable issue reporting across stakeholder teams and markets  Issue Triage & reputed company 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  reputed company 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 reputed company follow-reputed company and closures  Manage high-volume workflows while maintaining process rigor and accountability  Build reputed company 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 reputed company. 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 reputed company/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  reputed company 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 reputed company 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 reputed company and domain expertise help businesses optimize operations, improve efficiency, and drive reputed company. 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 reputed company 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