Udaan - Program Lead - Delivery

Role: Program Lead - Delivery experience:

Description:

The program lead will head the delivery experience for supply chain in Pharma category. This person will be responsible to address the customer pain points and deliver an exceptional experience, from a supply chain pov. This person will closely work with city operations, central operations (design & process excellence) and engineering team to identify areas of improvement and fix them. This person will be the single point of contact for the business team for all markets to discuss and solve for customer escalations. This role is based out of Bangalore, and reports into the head of operations.

Main responsibilities

- Setup redressal mechanism for supply chain related customer escalations coming from different channels such as social media, email, market development team etc.

- Establish design TAT targets for resolution of escalations. Drive the adherence to TAT

- Build a robust tracking mechanism for resolutions of delivery escalations. Work on projects for continuous improvements in the experience.

- Deep dive and identify work streams within supply chain to drive customer experience-discuss and program manage the initiatives with respective stakeholders

- Conduct weekly reviews with stakeholders (city ops, process excellence, design) to drive the improvement areas identified

- Conduct CSAT surveys across markets. Use the feedback to identify opportunity areas and projects for supply chain

- Liaison with counterpart on business development side, to lead cross functional projects

- Be a custodian from the customer pov for building the tech roadmaps, collaborate with design and process excellence