Senior Program Manager- Customer Service

About the Company

This opportunity is with Handelnine Global, an e-commerce company that owns and operates 15+ online retail brands in over 60 countries. The company is profitable, self-funded and has exhibited strong quarter-on-quarter growth in the last 5 years. The company has offices in India as well as the USA and serves global markets including the UK, USA, Europe, Australia, Middle East and Southeast Asia. Handelnine Global is currently in a phase of rapid growth with new brands and markets being launched every quarter.

Role and Responsibilities
We re looking for a Senior Program Manager who can take ownership of improving customer experience by refining our order fulfillment processes and contact center operations.
You will directly report to the leadership team and will be expected to work closely with all departments and functions, as is typical in program management roles.
You will be accountable for driving improvement in KPIs like NPS, Support Interaction Ratings, Order Fulfillment Timelines, aligning with the core objective of improving overall CX quality.
You will be expected to achieve this without any adverse impact on business metrics by maintaining balancing KPIs like Refunds and Cancellations (including Credit Card Disputes).
Your average day would be spent studying reporting dashboards to identify opportunities and gaps, and building first-level solutions that could be proposed to the Leadership team.
You would be expected to enhance data collection by interacting with key stakeholders from different teams and coordinating with Tech to upgrade our Ops and CS reporting dashboards.
Root Cause Analysis is a key aspect of this role and we expect you to analyze data to identify patterns and also interact with the team to identify fundamental reasons for recurring issues.
You will be expected to take ownership of presenting solutions to the Leadership team, securing approvals and then overseeing end-to-end implementation.
For the contact center, in addition to aforementioned KPIs, you will be expected to improve First Response Time, Query Resolution SLAs, and daily performance of CS agents. You will work on improving day-to-day processes like adherence to SLAs, segregation/prioritization of incoming tickets, reduction in ticket reopens by getting the solution right in the first attempt.
For order fulfillment, you will be expected to improve delivery timelines on global shipping routes, along with optimizing shipping and warehousing costs. You will coordinate with the order fulfillment team, last mile operations team and finance team to solve customer issues quickly while also identifying opportunities for process improvement and overall reduction in incoming queries and complaints.
As a data-driven strategist, you will participate in key operational decisions. Examples include evaluation of setting-up own warehouses vs using 3PLs when entering a new geography, etc.
You will work closely with the technology team to roll-out solutions; while evaluating automation and AI applications for better overall efficiency in all processes.
As the CX custodian, you will take ownership of review and reputation management on all digital platforms, especially social media and public forums.

Desired Candidate Profile
The ideal candidate is someone with 8-12 years of experience in program management roles, preferably in ecommerce, D2C or consumer products; plus one for prior global exposure.
The candidate should possess strong fact-finding skills to address the why of recurring issues. We expect the candidate to be skilled at data analysis and at meaningfully interpreting qualitative signals from customer feedback.
Good communication and strong interpersonal skills are non-negotiable for this role.
The candidate should be well-versed with reporting tools like Tableau and Excel; along with a working knowledge of technology systems used in ecommerce.
We are looking for someone who stays abreast of new best practices and technologies in this domain and has the ability to quickly implement the ones that could have a positive impact.
While the focus of the role is to be empathetic towards the customers needs and provide the highest quality of support, the candidate should be capable of maintaining a healthy balance with fundamental interests of the business.
Candidates who have worked in fast-paced environments like those of startups or new and growing business divisions would be preferred.
The candidate should share our mindset of working with incremental improvements and must be open to learn new things quickly. We are looking for someone who can work independently with a result-focus and is not afraid to experiment within accountability.
The candidate should be solution-oriented with the ability to think clearly, logically and even laterally, when presented with a problem. We need someone who can communicate freely and fluently and can work efficiently in an environment of remote team members.