Associate Program Manager - Customer Experience

ABOUT US

AGRIM is a fast-growing agri-tech startup building an on-demand B2B Agri-inputs marketplace. Agri-inputs is a $50bn industry spread across Seeds, Agro Chemicals, Fertilizers, Agro-Tools and Animal Feed. AGRIM has scaled up rapidly across India, with 10% of the overall customer universe already onboarded on the platform. Having closed our Series B round of funding with Tier-1 investors, we are very well capitalized. Our Founders are IIT/ IIM graduates and ex-entrepreneurs (with successful exits) and we have also built one of the best start-up teams, with senior executives from Tier-1 education institutes, e-commerce companies such as Amazon, Hopscotch, Policy Bazaar, etc. and experienced industry professionals from the agriculture sector

B2B e-commerce marketplace for Agri-Inputs (Total Market potential of $50 billion)Founded by Ex-entrepreneurs IIT & IIM Alumni: Mukul Garg and Avi Jain Backed by 4 Tier-1 Investors Growing 5X Month on Month Onboarded 1000+ Manufacturers | 1,00,000+ Retailers | Active across India300+ Full time employees

ABOUT THE ROLE

Be the voice of customer for the entire organization. Own and drive strategic programs to improve end-to-end customer experience across the order lifecycle.

RESPONSIBILITIES

• Build feedback loops and tracking mechanisms to improve NPS and proactively solve for experience gaps.
• Own programs around customer problems like post-delivery issues, returns, cancellations etc.
• Identify and revamp broken or unscalable operational flows through product and process interventions.
• Build strong coordination frameworks across internal teams such as Ops, Tech, Product and Supply.
• Deep dive into data to identify root causes, pilot solutions, and track effectiveness through continuous loops.
• Draft comprehensive SOPs, process documents, and business requirement documents (BRDs) for effective implementation of new process and product flows.
• Own CX project tracking, prioritization, and execution in a high-velocity environment.
• Interact with customers from time to time via calls, field visits to gather insights around key pain points and disseminate the same across the organization.

QUALIFICATIONS

• Energetic self-starter comfortable in high-ownership, fast-paced startup environments.
• Strong communication and stakeholder management abilities to drive cross-functional alignment.
• Process-oriented with a strong bias towards scalable systems and root cause solving.
• Hustle mindset with comfort in ambiguity and iterative problem-solving.
• Technical Skills: SQL (Must have), Python (Good to have).
• Minimum 2 years of experience in program management, operations, or customer experience roles

NOTES

• Location: Sector-66, Gurugram Haryana
• Role: In-Office Working Days: 6-days (Monday-Saturday)