Job Description

Bruker India is looking for an experienced Program Manager (Helpdesk) to lead and optimize all customer communication channels for the BNANO Helpdesk based in Bengaluru, India . The role encompasses not only chat communication but also telephony software, email-to-case, and web-based communication platforms. Additionally, the candidate will integrate AI-driven and app-based communication technologies to ensure a seamless, efficient, and customer-friendly experience. The Program Manager will own and harmonize helpdesk technology across divisions, driving continuous improvement and ensuring relevance with the latest innovations. Responsibilities Strategic Planning Implementation Develop and execute a unified strategy for omni-channel communication across all customer touchpoints, including chat, telephony, email, and web-based platforms. Ensure global onboarding and harmonization of communication technologies across all divisions and regions. Technology Management Oversee the integration of chat communication tools (eg, WhatsApp, WeChat, Line) with Salesforce platform. Manage telephony software quality and email-to-case processes to ensure seamless operations. Lead the implementation of AI-driven solutions, such as Einstein bots and app-based communication, to enhance helpdesk efficiency. Continuously assess and adopt the latest technologies to ensure systems remain relevant and effective. User Experience Optimization Enhance customer satisfaction by ensuring all communication channels are intuitive, fast, and reliable. Analyze user feedback and performance data to identify areas for improvement and implement necessary changes. Ensure a cohesive and efficient omni-channel communication experience for customers. Cross-Division Collaboration Alignment Partner with cross-functional teams to ensure consistent communication practices across divisions. Provide guidance and support to regional teams for maintaining a harmonized global communication system. Content Knowledge Management Collaborate with Bruker Academy and helpdesk managers to create and maintain a robust knowledge base for self-service and diagnosis. Data Analysis Reporting Monitor and analyze performance metrics across all communication channels, including response times, resolution rates, and customer satisfaction scores. Create data-driven reports to showcase the impact of communication strategies on customer experience and business outcomes. Qualifications About 5-year experience in similar or related field will be required. Bachelor s degree in information technology, Computer Science, or a related field (preferred). Proven expertise in managing omni-channel communication systems, including telephony, chat, email, and web-based platforms Strong organizational, project management, and communication skills. Experience with Salesforce and AI-driven tools like Einstein bots is highly desirable. Ability to lead cross-functional teams and drive global technology initiatives.