PhonePe - Assistant Manager/Manager - Customer Experience Strategy Team - BOT/Automation - CX Design

Job Description :

- Phonepe is looking for a strategic and technically proficient Assistant Manager/Manager to join our Customer Experience Strategy team.

- You would be responsible for defining the strategy, managing and optimizing a few key customer support assets.

- You would be responsible for managing the Customer Support Bot and would have to ensure the day-to-day operations and feature development of the tool by working closely with the Product, Engineering, Content and Design teams.

- You would also be responsible for developing and managing other CS related assets like Help Section, Consumer Forums etc.

- This is a highly empowered individual contributor role and a key element of success would be the ability to manage multiple moving parts through multi-stakeholder engagement. Along with strong technical and program management skills, this role would require deep customer empathy and the ability to identify and communicate customer related insights to different stakeholders.

Responsibilities :

- Manage the Phonepe Customer Support Bot.

- Own the development and management of Phonepe Help Section and Consumer Forums

- Program Manage the creation and modification of all messaging on the Phonepe App.

Basic Requirements :

- Graduate from a top tier institute

- 3+ years of total experience in Program/Product/Category management roles

- Experience of working in a multi-stakeholder and a highly dynamic environment.

Preferred Requirements:

- MBA is a plus

- Prior experience in CX or automation

- Ability to manage influence through persuasion, negotiation, and consensus building

- Strong empathy for customers and passion for achieving excellence

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Excellent communication and presentation skills