Program Manager

Responsibilities:
• Look at the key gaps in the Order communication, delivery issues at the Customer end, return pick up related issues. How can we make logistics a strength in our experience
• Coordinate the various roles associated with customer experience management throughout the company, Strong creative thinking and ability to visualize and program manage execution of large cross functional projects of strategic importance
• Lead and facilitate a governance model that will leverage all experience centric cross-functional efforts, remove obstacles to goal achievement.
• Ensure sufficient Customer research and Customer analytics investment is made in key initiatives and projects are prioritized basis a data driven approach.
• Ability to Develop and deploy our customer experience strategy, including defining customer strategies of segments and implications for charters and roles throughout the org, and systematic review and application of customer experience insights for strategic advantage and growth.
• Very high bias for action; Strong presentation, communication, and stakeholder-management skills
• Continuous performance monitoring and leakage prevention along with respective stakeholders across different legs of customer journey on the platform
• Define and Drive the short/long term vision of Customer Experience in Logistics, first and last mile, both from a product and process requirements, and lead the execution.
• Analytical skills along with ability to drive insight from data. Understanding of data sciences concepts and modeling is desirable but not mandatory