Job Description:

- Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions.

- We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

- Over a thousand clients across 18 countries have used Kapture's products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Croma.

- Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

- Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

WHAT IS THIS ROLE ALL ABOUT?:

- At Kapture CX, our CX Operations team handles complex, fast-moving customer needs that require deep technical execution.

- We are looking for a Senior Program Manager / Tech-Ops Liaison (58 years YoE) to sit within our CX Operations team and act as the strategic bridge to Engineering, DevOps, SRE, and Product teams.

- You won't be managing daily support tickets or team training.

- Instead, your mission is to bring absolute structure, priority, and execution to how CX Operations collaborates with Tech.

- You will own the intake of customer-driven product enhancements, enforce strict UAT/testing frameworks, maintain flawless JIRA hygiene, and project-manage massive cross-functional initiatives like Customer360 and our Self-Serve Customer Care Portal.

SOUNDS INTERESTING?:

Here's a more detailed description of what you will do in this role:

Demand Prioritization:

- Act as the single source of truth for all operational and customer requests heading toward Tech.

- Evaluate, structure, and ruthlessly prioritize backlog items based on impact, engineering bandwidth, and business urgency.

Airtight Scoping & Acceptance Criteria:

- Eliminate "poor scoping" and delayed development.

- Translate operational workflows into clear, technical requirements and strict Acceptance Criteria before they ever hit an engineer's desk.

UAT & Testing Frameworks:

- Design and enforce a robust, "one-shot" testing and UAT framework.

- You will ensure that features are thoroughly validated on the Ops side so that go-lives are seamless and do not cause breaks in critical live systems.

JIRA Hygiene & Project Governance:

- Own the delivery lifecycle.

- Maintain impeccable JIRA hygiene, track sprint progress, call out blockers early, and hold technical teams accountable to timelines.

Flagship Project Management:

- Take end-to-end ownership of critical, high-impact projects that transform our customer experience (e.g., launching a Customer360 dashboard, building out the Self-Serve Portal).

Recurring Issue Pattern Analysis:

- Track and analyse recurring issues on a defined cadence, identify patterns across client accounts and issue types, and present findings to POD Leads and Product Ops with preventive action recommendations per category.

- Own the feedback loop that turns repeat incidents into permanent fixes.

What does success look like in this role?:

- You consistently drive structured, on-time delivery of cross-functional projects, eliminate ambiguity at the CX Ops-Tech interface, and ensure every product enhancement is scoped, tested, and shipped without rework.

- Engineering teams move faster because of you and CX Operations finally has a language Tech understands.

What would make you a good fit for the role?:

Experience: 5 to 8 years of experience as a Technical Program Manager (TPM), IT Project Manager, or a Tech-focused Chief of Staff.

The Power of Influence:

- Since you will work with teams outside your direct reporting line (DevOps, SRE, Core Engg), your ability to negotiate, build relationships, and influence without authority is paramount.

Technical & Structured Thinking:

- You must speak the language of developers.

- You know what makes a good API, how workflows break, and how to spot a flaw in a technical architecture document before development starts.

Product/Project Management Toolkit:

- Deep expertise in JIRA/Confluence, Agile methodologies, and writing comprehensive PRDs or user stories with explicit acceptance criteria.

High Ownership:

- You are not a passive status-collector.

- You are a driver who unblocks engineers and aggressively pushes projects to completion.

Here's what you will gain from this role:

An opportunity to work at the intersection of Operations, Technology, and business impact with a strong leadership growth path across multiple functions.

Chance to own flagship, high-visibility projects that directly shape the customer experience for some of the biggest brands in India and globally.

Hands-on exposure to large-scale CX automation and AI-powered platforms.

Collaboration with highly skilled Product, Engineering, and Customer Success teams.

Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards