Associate Program Manager – Customer Experience Initiatives

Job Description

Associate Program Manager – Customer Experience Initiatives

Role Title: Associate Program Manager – Customer Experience (Control Tower)

Reports to: General Manager, COO’s Office

Function: Customer Experience Initiatives/Projects

Experience: Freshers to 1–2 years

Location : Bangalore

About the Role

We're looking for a sharp, analytical Associate Program Manager to join the Customer Experience Initiatives team as part of the newly formed Control Centre/Tower. This role sits at the intersection of data, process, and customer outcomes — you'll help build the systems and insights that let us proactively manage customer experience at scale, rather than react to it after the fact.

This is an ideal role for someone early in their career who wants to build a strong foundation in operations analytics, program management, and data-driven decision-making, while working closely with senior stakeholders on high-visibility initiatives.

What You'll Own

- NPS (Net Promoter Score): Track, analyze, and report on NPS trends; identify drivers of detractor/promoter behavior and work with cross-functional teams to close gaps.

- Zero Defect Project: Support the design and execution of initiatives aimed at eliminating recurring defects/errors in the customer journey — root-causing issues and tracking resolution to closure.

- Exception Reports/Metrics: Build and maintain exception-reporting frameworks that flag anomalies, breaches, or at-risk cases needing intervention.

- Data Analysis and Insighting: Mine operational and customer data to surface patterns, generate insights, and translate them into actionable recommendations for leadership.

- System-Driven Reporting and Automation: Work with existing tools/systems (and help scope new ones) to move reporting from manual, ad-hoc processes to automated, self-serve dashboards.

What We're Looking For

- Experience: Freshers welcome; up to 1–2 years of relevant experience (analytics, operations, program/project support, or similar) preferred.

- Academic Background: Strong academic record in a quantitative or business discipline (Engineering, Economics, Commerce, Statistics, etc.). Strong preference for candidates from Tier 1 institutes — this is a key filter for this role.

- Mindset: A genuine first-principles thinker — someone who questions “how things have always been done,” breaks problems down to fundamentals, and builds solutions up from there rather than defaulting to convention.

- Analytical Skills: Strong with numbers and comfortable working in Excel/Google Sheets; ability to structure ambiguous problems into clear, data-backed narratives.

- SQL: Working knowledge of SQL is a plus (not mandatory) — you'll be expected to pick it up quickly if you don't already know it, as much of the reporting work will involve querying data directly.

- Communication: Ability to translate data into clear, concise insights for both technical and non-technical stakeholders.

- Stakeholder Management: Strong stakeholder management skills — able to build trust and work effectively with senior stakeholders and cross-functional teams (CX, Tech, Warehouse, Logistics) to drive alignment and get things done. This is a major skillset for this role.

- Ownership: Comfortable owning a metric or project end-to-end, from data-gathering to insight to follow-through on action.

- Bias for Automation: Instinct to systemize and automate repetitive manual work rather than repeat it every cycle.

Nice to Have

- Prior exposure to customer experience, operations, or support functions.

- Familiarity with dashboarding/BI tools (e.g., Power BI, Tableau, Looker, Google Data Studio).

- Basic scripting/automation experience (Python, Google Apps Script, etc.).

Why Join

You'll get direct exposure to how a Customer Experience function is built from the ground up — working across metrics ownership, process automation, and executive-level reporting — with a clear growth path into program management as the Control Centre/Tower scales.