Senior CX Program Manager

Job Title: Senior Program Manager - Customer Experience

Location: Remote (Mumbai/Bengaluru preferred)

Shift : Evening/Night Shifts (Supporting USA Business)

Miko is an AI-powered consumer robotics company, dedicated to creating engaging and interactive experiences for families worldwide. We are committed to enhancing customer satisfaction through innovative products, seamless support, and world-class service.

As a Senior Program Manager - Customer Experience , you will be responsible for optimizing the customer journey by identifying pain points and working cross-functionally with teams like Sales, Marketing, Product, Engineering, and Logistics. Your goal will be to enhance Miko s product offerings, support processes, and service experience. You will drive projects to improve key CX metrics such as Customer Contact Rate, One-Touch Resolution, Full Resolution Time, and CSAT , through self-service solutions like the Help Center and Chatbots.

• Customer Journey Optimization: Analyze customer interactions to identify gaps and opportunities for improvement.
• Cross-functional Collaboration: Partner with Sales, Marketing, Product, Engineering, and Logistics teams to enhance the overall customer experience.
• Process Improvement: Identify inefficiencies in CX operations and lead initiatives to improve metrics such as First Contact Resolution, CSAT, and Customer Effort Score .
• Self-Service Automation: Drive strategies to reduce customer contact rates by enhancing the Help Center, Chatbots, and other automation tools.
• Project Management: Lead CX transformation projects from ideation to execution, ensuring timely delivery and measurable impact.
• Data-Driven Decision-Making: Use customer insights, feedback, and analytics to implement initiatives that enhance satisfaction and loyalty.
• Stakeholder Communication: Regularly update leadership and key stakeholders on progress, challenges, and CX improvements.

• 10+ years of overall experience, with at least 3 years in a customer experience-focused program management role.
• Strong analytical and problem-solving skills to identify and address customer pain points.
• Experience working with cross-functional teams to implement customer-centric solutions.
• Knowledge of CX metrics, analytics, and process improvement methodologies.
• Ability to manage multiple projects simultaneously while meeting deadlines.
• Strong communication and presentation skills to influence stakeholders across departments.
• Experience in reducing customer support contact rates via self-service solutions.
• Technical background and familiarity with Zendesk or similar CRM tools are a plus.
• Comfortable working in dynamic, fast-paced environments with evolving business needs.
• Openness to working evening/night shifts to align with USA business hours.