Program Manager - Customer Experience
- Stanza Living
- 3 - 8 years
- Noida, Gurugram
- 5 months ago
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Job Description
We are seeking a high-performing Program Manager to lead ticket operations and strategy for key service categories like Repairs & Maintenance (R&M), Internet, Housekeeping, Food, and Utilities. This role is pivotal in ensuring SLA adherence, cross-functional process ownership, and proactive CX interventions to reduce operational friction and enhance resident satisfaction.
Key Responsibilities :
1) Operational Excellence
- Own and drive operational metrics (SLA, TAT, Reopen%, etc.) for your assigned CX categories (e.g., R&M, Internet).
- Ensure 100% SLA adherence for all support tickets and resident escalations by closely monitoring ground resolution teams and vendor partners.
- Set up and maintain dashboards & reporting systems to track real-time ticket status and exception areas.
2) Process & Product Ownership
- Collaborate with product, tech, and operations teams to own and continuously improve support processes from both central and on-ground perspectives.
- Identify automation and self-serve opportunities and work with the product team to integrate them into the support platform
- Audit process adherence at regular intervals and set up feedback loops for systemic improvements.
3) CX Call Team Oversight
- Manage the performance of operational call teams (central calling agents/escalation handlers).
- Design and execute workflows ensuring timely callbacks, closure follow-ups, and voice interventions for high-priority escalations.
4) Stakeholder Governance
- Lead and facilitate weekly and monthly review meetings with internal business units (City Ops, Tech, Vendor Mgmt) and external partners (vendors, service providers).
- Generate action-oriented insights from support data to drive strategic planning and cross-functional alignment.
5) Ticket Prevention & Proactive CX
- Analyze historical trends to identify ticket drivers and implement preventive SOPs in collaboration with operations and city leads.
- Design early warning systems using trigger signals (NPS drops, ticket surges, location-level risks) to act proactively.
Job Classification
Industry: MiscellaneousFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Program ManagerEmployement Type: Full timeContact Details:
Company: Stanza LivingLocation(s): Noida, Gurugram
Keyskills: Program Management Problem Solving Data Visualization Analytics Stakeholder Management Customer Experience Customer Experience Management Cx Customer Analytics Net Promoter Score
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