Program Manager - Customer Experience

Role Overview:

CX Programme Manager

high-ownership execution and insights-driven role

Key Responsibilities:

• Design and implement robust CX processes

  that enhance customer satisfaction and improve key metrics like:
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• NPS / CSAT
• Self-serve adoption
• Own

  end-to-end journey analysis

  across touchpoints and recommend what can be done better to elevate customer experience.
• Develop

  Business Requirement Documents (BRDs)

  and case studies to propose enhancements to Product and Tech teams.

• Lead CX programs

  aimed at identifying gaps, reducing escalations, and improving turnaround time (TAT).
• Perform deep dives into operational processes related to

  Returns, Replacements, and Cancellations

  to identify leakage and control points.
• Act as the

  Voice of the Customer (VOC)

  and drive cross-functional improvements with Ops, Product, Tech, Logistics, and other key teams.
• Bring in the right tools and automation solutions to

  empower internal CX teams

  and improve frontline effectiveness.
• Generate

  insights, dashboards, and reports

  to help senior management take timely corrective actions.
• Track the impact of implemented initiatives and continuously iterate for excellence.

What We’re Looking For:

• 2–4 years of relevant experience in Customer Experience, Customer Success, or CX Analytics roles.
• Strong understanding of CX frameworks, customer journey mapping, and service metrics.
• Hands-on experience in designing or reengineering support processes.
• Ability to write clear and structured BRDs with quantified impact.
• Excellent data analysis skills – proficiency in Excel, Google Sheets, or BI tools.
• A strong sense of

  extreme ownership

  , attention to detail, and ability to think from both customer and business lenses.
• Great communication and collaboration skills to influence cross-functional stakeholders.