Senior Program Manager

Noida, Uttar Pradesh
Permanent
Full-time

1 month ago

Job Description:Company OverviewInfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behavior, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers.At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent.Key Responsibilities:

Customer Journey Ownership: Map, evaluate, and optimize critical customer journeys across channels to identify friction points and improvement opportunities.
Program Management: Lead and manage cross-functional CX programs from inception to execution, ensuring alignment with business goals, timelines, and budgets.
Stakeholder Alignment: Collaborate with Product, Tech, Marketing, Sales, Operations, and Support teams to define and execute customer-centric initiatives.
Voice of Customer (VoC): Implement and manage VoC programs, including NPS, CSAT, CES, surveys, feedback loops, and closed-loop processes.
Data & Insights: Analyze customer behavior, feedback, and operational data to uncover insights and define action plans.
Process Excellence: Develop and institutionalize frameworks, SOPs, and best practices to embed a customer-first culture across the organization.
CX Tools & Tech: Work with internal and external teams to identify and implement CX technology solutions (CRM, feedback platforms, automation tools).
Reporting & Governance: Create dashboards, track key CX metrics, and report on project outcomes, escalations, and improvements to leadership teams.

Department:Program ManagementSkills Required:Program Manager,customer experienceYears Of Exp:5 to 10 YearsDesignation:Senior Program Manager

Info Edge

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