Shaadi.com - Program Manager - Sales & Service (1-5 yrs)

We are seeking a dynamic and results-driven Program Manager to drive strategic initiatives across the Sales and Service domains. This role will be pivotal in ensuring seamless execution, improving operational efficiency, and delivering measurable outcomes aligned with organizational goals. The Program Manager will collaborate closely with cross-functional teams, including sales, service, operations, and technology, to design, implement, and scale impactful programs.

Key Responsibilities:

Program Management & Execution:

- Lead the planning, execution, and delivery of strategic programs within the Sales & Service verticals.

- Ensure alignment of program objectives with organizational priorities and CBO directives.

- Develop and maintain detailed program roadmaps, timelines, and deliverables.

Sales Optimization:

- Identify and implement strategies to improve sales performance and productivity.

- Work closely with the sales leadership team to design incentive programs, contests, and training modules.

- Analyze sales data to identify trends, gaps, and opportunities for growth.

Service Excellence:

- Develop programs to enhance customer service delivery, focusing on customer satisfaction and retention.

- Collaborate with service teams to identify bottlenecks and implement process improvements.

- Monitor key service metrics (CSAT, Success stories, connectivity) and ensure adherence to quality standards.

Cross-functional Collaboration:

- Act as the liaison between sales, service, and other departments to ensure cohesive program execution.

- Facilitate regular reviews with stakeholders to track progress and address challenges.

- Partner with the HR and L&D teams for skill enhancement initiatives.

Data-driven Decision-making:

- Leverage analytics to monitor program success and propose actionable insights.

- Develop dashboards and reports to communicate program outcomes and recommendations to the CBO.