Senior CX Program Manager

Job Description

Job Title: Senior Program Manager - Customer Experience Location: Remote (Mumbai/Bengaluru preferred) Shift : Evening/Night Shifts (Supporting USA Business) About Miko Miko is an AI-powered consumer robotics company, dedicated to creating engaging and interactive experiences for families worldwide. We are committed to enhancing customer satisfaction through innovative products, seamless support, and world-class service. Role Overview As a Senior Program Manager - Customer Experience , you will be responsible for optimizing the customer journey by identifying pain points and working cross-functionally with teams like Sales, Marketing, Product, Engineering, and Logistics. Your goal will be to enhance Miko s product offerings, support processes, and service experience. You will drive projects to improve key CX metrics such as Customer Contact Rate, One-Touch Resolution, Full Resolution Time, and CSAT , through self-service solutions like the Help Center and Chatbots. Key Responsibilities Customer Journey Optimization: Analyze customer interactions to identify gaps and opportunities for improvement. Cross-functional Collaboration: Partner with Sales, Marketing, Product, Engineering, and Logistics teams to enhance the overall customer experience. Process Improvement: Identify inefficiencies in CX operations and lead initiatives to improve metrics such as First Contact Resolution, CSAT, and Customer Effort Score . Self-Service Automation: Drive strategies to reduce customer contact rates by enhancing the Help Center, Chatbots, and other automation tools. Project Management: Lead CX transformation projects from ideation to execution, ensuring timely delivery and measurable impact. Data-Driven Decision-Making: Use customer insights, feedback, and analytics to implement initiatives that enhance satisfaction and loyalty. Stakeholder Communication: Regularly update leadership and key stakeholders on progress, challenges, and CX improvements. Required Qualifications 10+ years of overall experience, with at least 3 years in a customer experience-focused program management role. Strong analytical and problem-solving skills to identify and address customer pain points. Experience working with cross-functional teams to implement customer-centric solutions. Knowledge of CX metrics, analytics, and process improvement methodologies. Ability to manage multiple projects simultaneously while meeting deadlines. Strong communication and presentation skills to influence stakeholders across departments. Experience in reducing customer support contact rates via self-service solutions. Technical background and familiarity with Zendesk or similar CRM tools are a plus. Comfortable working in dynamic, fast-paced environments with evolving business needs. Openness to working evening/night shifts to align with USA business hours.