Assistant Manager - Customer Mobile App Opration Manager - Gurugram

Ensure end-to-end management of the Customer App, driving feature development, user engagement, performance monitoring, and customer satisfaction to meet targets such as registration rate, download rate, DIY usage, and NPS.

Development (CR Management)

• Manage change requests for new features and functionalities
• Prioritize and oversee backlog of enhancement requests
• Coordinate with IT for timely deliveries

Engagement Activities

• Plan and execute in-app notifications (products, services, regulatory updates, brand awareness)
• Collaborate with marketing on app campaigns

Production Gaps & Issues

• Monitor production environment for incidents and gaps
• Perform quality/sanity checks on releases
• Driving rapid resolution and follow-up with IT

UI/UX Project

• Achieve NPS targets via continuous improvement
• Analyze detractor feedback and implement corrective actions
• Capture and action Voice of Customer

UI/UX Project

• Coordinate with UX/design teams to enhance app interface and usability
• Manage project timelines, deliverables, and user testing

Regular Testing & Monitoring

• Conduct functional and performance testing cycles
• Monitor system health and user-behavior metrics

Reporting & Dashboards

• Build dashboards for app registration, downloads, DIY usage, customer segments, demographics
• Deliver weekly/monthly performance reports