Automation Program Manager (Customer Support Team)

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About AppsForBharat (Sri Mandir App)

Sri Mandir

Role Overview: EIR – Customer Support

AI-enabled system

What you will own

• Omni-channel service layer:

  Stand up a unified CS stack across app, WhatsApp, email, voice/IVR, and social with single customer identity and end-to-end ticketing.

• AI email & voice automation:

  Deploy AI to draft/send emails and drive transactional calls (confirmations, status, callbacks, surveys) with smart routing, human-handoff, and auto-summaries.

• Self-serve & accurate communication:

  Launch cross-channel self-serve (reschedule/cancel/status/name-gotra) and proactive notifications; translate operations constraints into precise templates/guardrails so we resolve fast without over-promising.

• Customer sgement-tiered service model:

  With CRM, define customer segments, SLAs, priority channels, and escalation policies; stand up a lightweight “priority desk” framework for top users.

• Process & quality:

  Build SOPs, QA rubrics, and root-cause loops for recurrent issues (fulfilment, ritual accuracy, prasad); publish weekly operational health and RCA summaries.

• Team enablement:

  Work with the CS lead to upskill agents on new workflows, scripts, and automations; institute training cadences and certification.

• Cross-functional execution:

  Coordinate with Ops (fulfilment dependencies), CRM (retention goals and journeys), and Product (feature delivery) to land changes end-to-end.

How you will work (matrix, co-ownership)

• CRM:

  Align on segmentation, LTV-based SLAs, deflection/self-serve goals, and retention impact.

• Product/Design/Tech:

  Prioritize chat SDKs, self-serve flows, status surfaces, identity linking, notifications.

• Operations:

  Translate ops realities into CS playbooks—upskill agents, configure accurate response templates, and set guardrails so we answer well without over-promising.

• Brand/Comms:

  Harmonize voice/tone and escalation handling for public channels.

What you’ll bring

Customer obsession, first-principles problem solving, and the ability to turn ambiguity into scalable systems. You’re ready to ramp up and become fluent with CS metrics, comfortable orchestrating vendors/tools, and great at aligning cross-functional teams around measurable outcomes.

Requirements

• 3-5 years of prior experience working at early stage high velocity startups; Even better if you’re already building CS automation or integrating AI into CS
• Proven experience in build AI first products and workflows; strong knowledge of latest developments especially in field of customer support
• Strong execution and stakeholder management across Product, Ops, and Marketing/CRM.
• Analytical, data-driven communicator with excellent written/spoken clarity.
• Cultural sensitivity; a personal connection to spirituality/devotion is a plus.

Why AppsForBharat

• Shape how millions experience Sri Mandir’s most sensitive touchpoints.
• Make CS vertical AI enabled and transform devotee experience
• Lead org-critical projects in a fast-growing environment.
• Calm, collaborative, pet-friendly office in HSR Layout.