Program Manager
- Spinny
- 2 - 6 years
- Noida, Gurugram
- 25 days ago
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Job Description
ABOUT SPINNY
Spinny is India's most trusted full-stack platform for buying and selling cars - backed by marquee investors including Tiger Global, Accel, Elevation Capital, ADQ and Westbridge Capital.
Our mission is simple but ambitious: to bring trust, transparency, and delight back into the used car buying experience.
With operations across 80+ cities and over a million customers served, were now entering our next phase of growthscaling our platform, deepening customer engagement, and expanding our product ecosystem to cut across the car ownership spectrum.
If youre driven by solving complex business problems, passionate about elevating customer experience, and motivated to improve processes through data, collaboration, and operational excellence, youll feel right at home!
ABOUT THE ROLE
As a Program Manager, you will be responsible for solving high-impact problem statements, improving customer experience, and driving operational efficiency across the business.
You will work closely with cross-functional teams to identify pain points, resolve queries, streamline processes, and enhance key customer metrics such as NPS and CSAT.
The role demands strong analytical ability, structured problem solving, and the capability to work with data to inform decisions
KEY RESPONSIBILITIES
1. Identify and Solve Business Problems:
Diagnose operational bottlenecks, CX pain points, and process gaps; design structured solutions and drive them to execution.
2. Customer Experience Improvement:
Monitor NPS, CSAT, and other CX metrics; partner with central and on-ground teams to uplift customer satisfaction and reduce friction across touchpoints.
3. Program Ownership:
Lead and manage cross-functional initiatives aimed at improving service quality, operational efficiency, and end-to-end customer journey.
4. Data-Driven Decision-Making:
Analyze performance metrics, customer feedback, and operational data to derive insights and enable faster, more informed decisions.
5.Stakeholder & Cross-Functional Collaboration:
Work closely with product, demand, supply, operations, and CX teams to ensure seamless implementation of initiatives and alignment on business goals.
6. Process Optimization:
Build SOPs, improve workflows, and develop governance frameworks to ensure scalable and consistent operational performance.
7. Performance Tracking & Reporting:
Build dashboards, create detailed reports, and regularly communicate progress, risks, and outcomes to leadership teams.
OTHER REQUIREMENTS
- 26 years of experience in program management, operations, business improvement, or customer experience roles.
- Strong analytical ability with comfort in working with numbers, metrics, and performance dashboards.
- Demonstrated problem-solving skills with a structured, first-principles mindset.
- Ability to collaborate effectively with cross-functional teams including product, CX, demand, supply, and operations.
- Excellent communication, stakeholder management, and project ownership capabilities.
- Proficiency in Excel, data tools, and reporting frameworks is preferred
This is a 6 Days, work from office position.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: SpinnyLocation(s): Noida, Gurugram
Keyskills: Program Management Cross Functional Coordination Customer Satisfaction Strategic Planning Data Science Customer Experience Cx Data Analysis Net Promoter Score Data Analytics Growth Strategy CSAT Stakeholder Management
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About Spinny: Founded in 2015, Spinny is a used car retailing platform that aims to bring about transparency and convenience in the car buying and selling process in India. Spinny operates across the entire value chain of pre-owned cars, embedding superior technology and processes to deliver a pre...
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