Brick & Bolt - Program Manager - Customer Experience

Program Manager - Customer Experience

We at Brick & Bolt are on a mission to simplify home construction. We are backed by the Top venture capitalists of the country and have become India's No 1 tech enabled home construction company within record time. The Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85% of construction still unorganized in India, we are on a path to capture the market using our technology and processes.

Job Responsibilities :

- Identify customer experience touchpoints and objectively measure customer satisfaction and delight across touchpoints

- Own ways to create customer delight across touchpoints

- Own Feedback, ORM and customer service scores across the customer journey

- Execute Key Projects to improve CSAT and NPS scores across different customer touchpoint

- Create and executive proactive and reactive strategies to resolve customer pain points

- Program manage resolution of customer complaints from issue identification to closure

What are we looking for :

- 2+ Years Experience in Construction Industry

- Previous experience in managing customer experience