Program Manager - Customer Experience

We are seeking a high-performing Program Manager to lead ticket operations and strategy for key service categories like Repairs & Maintenance (R&M), Internet, Housekeeping, Food, and Utilities. This role is pivotal in ensuring SLA adherence, cross-functional process ownership, and proactive CX interventions to reduce operational friction and enhance resident satisfaction.

Key Responsibilities :

1) Operational Excellence

• Own and drive operational metrics (SLA, TAT, Reopen%, etc.) for your assigned CX categories (e.g., R&M, Internet).
• Ensure 100% SLA adherence for all support tickets and resident escalations by closely monitoring ground resolution teams and vendor partners.
• Set up and maintain dashboards & reporting systems to track real-time ticket status and exception areas.
  

2) Process & Product Ownership

• Collaborate with product, tech, and operations teams to own and continuously improve support processes from both central and on-ground perspectives.
• Identify automation and self-serve opportunities and work with the product team to integrate them into the support platform 
• Audit process adherence at regular intervals and set up feedback loops for systemic improvements.

3) CX Call Team Oversight

• Manage the performance of operational call teams (central calling agents/escalation handlers).
• Design and execute workflows ensuring timely callbacks, closure follow-ups, and voice interventions for high-priority escalations.
  

4) Stakeholder Governance

• Lead and facilitate weekly and monthly review meetings with internal business units (City Ops, Tech, Vendor Mgmt) and external partners (vendors, service providers).
• Generate action-oriented insights from support data to drive strategic planning and cross-functional alignment.
  

5) Ticket Prevention & Proactive CX

• Analyze historical trends to identify ticket drivers and implement preventive SOPs in collaboration with operations and city leads.
• Design early warning systems using trigger signals (NPS drops, ticket surges, location-level risks) to act proactively.