Program Manager - Customer Experience

Role Overview:

Program Manager Customer Experience

Key Responsibilities:

• Customer Journey Mapping:

  Map customer journeys across key lifecycle stages (onboarding, fulfillment, delivery, support, etc.) to identify pain points and opportunities.

• Gap Analysis & Problem Solving:

  Conduct root cause analysis on journey breaks or friction points and define clear, data-backed improvement plans.

• Program Management:

  Own end-to-end delivery of CX improvement programs, from ideation and business case development to execution, tracking, and post-implementation review.

• Cross-functional Influence:

  Work closely with Product, Tech, Operations, and Customer Support teams to align on priorities and drive execution without direct authority.

• Ownership & Accountability:

  Take full ownership of initiatives with minimal supervision, ensuring timelines, quality, and outcomes are met.

• Data-Driven Insights:

  Build and maintain CX metrics dashboards (NPS, CSAT, resolution time, etc.) and regularly report progress and findings to stakeholders.

• Voice of Customer (VoC):

  Leverage feedback channels (surveys, calls, tickets) to generate insights and continuously evolve programs based on real customer inputs.

Requirements:

• Bachelors degree in business, Engineering, or related field; MBA is a plus.
• 1-2 years of experience in program management, customer experience, operations, or a similar function preferably in logistics, e-commerce, or tech-driven services.
• Proven experience in customer journey mapping, process improvement, and cross-functional program delivery.
• Strong ownership mindset with the ability to drive independent initiatives in a fast-paced, ambiguous environment.
• Excellent interpersonal and stakeholder management skills; ability to influence without authority.
• Analytical and data-driven; proficient in Excel, SQL, and tools like Tableau or Power BI.
• Familiarity with customer support platforms and VoC tools (e.g., Zendesk, Freshdesk, Medallia, Qualtrics) is a plus.

What Youll Gain:

• High-impact role with ownership over customer experience transformation.
• Direct influence on how customers perceive and interact with IndoFast.
• Opportunity to collaborate with top talent across functions.
• Career growth in a fast-scaling, innovative-driven environment.