jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
01/07 Vaishali Jamwal
Recruitment Team at Swiggy

Views:8153 Applications:657 Rec. Actions:Recruiter Actions:26

Swiggy - Head - Consumer Experience Programs (8-10 yrs)

Bangalore Job Code: 715365

Primary Objective

Responsible for leading the implementation of various customer experience improvement programs, ensuring project execution at ground level and acting as the Program Management Office (PMO) for tracking/monitoring progress and solving for bottlenecks and delays. Report findings and progress directly to the head of Customer Experience

Roles and Responsibilities

- Recommend and prioritize initiatives that address the most relevant levers of promotion and detraction amongst customers (both for functions as well as the regions)

- Identify a seamless plan of execution with OKRs, milestones, owners, timelines and risks/ contingencies

- Track progress of initiatives & act as PMO to flag/ address roadblocks

- Present progress of initiatives and improvements in relevant internal forums and committees

- Codify and coordinate the exchange of best practices across BUs / geos

KPIs

- Achievement of business metric targets of each initiative including, but not limited to, NPS improvement

- Timely scale up of initiatives

- Progress and improvements updates

- Initiatives dashboards/reports

Skills, qualifications and experience

- Required Management degree from a premier B-school in India or abroad

- 8-10 years of experience in program management, customer experience and/or consulting or similar stints in fast-growing startups

- Strong program management skills and organizational skills essential to manage several projects

- Passionate about delivering a superior customer experience

- Ability to manage multiple stakeholders of the business and drive alignment

- Structured communication and persuasion skills required to move departments and people to action

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.