Program Manager - Customer Service

Some key responsibilities:

- Identifying key CS metrics and prioritizing short, medium and long term goals

- Planning, executing and monitoring collection of Voice of customer and its impact on all organizational functions. Working with stakeholders across organization to execute on the planned roadmap. Plan, measure and report improvement.

- Identify gaps that impacts customer experience. Planning new programs for CS, working with engineering team to automate processes, create tools and improve productivity

Skills:

- The ideal candidate for this position will be a self-starter with 4-7 year of experience in handling customer service as a strategic function, experience in setting up CS organization, developing metrics and showing significant improvement.

- Experience with web based business; working with cross-functional teams and managing a team will be a plus.

- Strong business judgement and deep analytical skills are required

- Degree in Engineering. An MBA from a institute of repute will be a plus

- Excellent oral and written communication skills are essential.