Program Manager

About boAt: An Indian consumer electronics start-up & the fastest-growing start-up. In just 5 years, we’ve revolutionized the way you listen to music & transformed the way you track your fitness goals. In addition to solidifying our position in the Indian market as the No. 1 player, boAt has also emerged as the fifth largest wearable brand globally. https://www.boat-lifestyle.com/pages/who-are-we/ Job Description The role is responsible for leading and driving new initiatives and projects aimed at improving customer experience through process improvements, new process design, and technology enablement.

Job Responsibilities: Project Management: Lead and manage customer experience projects from inception to completion, ensuring alignment with company goals and customer needs. Oversee the execution of projects identified in the Annual Operating Plan (AOP), including budget management and resource allocation. Develop detailed project plans, including timelines, milestones, and deliverables, to ensure projects are completed on schedule.

Work closely with various departments, including logistics, marketing, sales, and customer service, to ensure successful project delivery and alignment with overall business objectives. Conduct regular project reviews and status meetings to track progress and address any challenges or roadblocks. Build strong relationships with key stakeholders to ensure ongoing support and engagement throughout the project lifecycle.

Present project updates and results to senior leadership, highlighting successes and areas for future focus. Process Design and Improvement Design and implement high-touch processes for premium category products, ensuring a seamless door-to-door experience for customers. Analyze existing processes, such as returns and service operations, to identify areas for improvement and develop new, efficient workflows.

Collaborate with stakeholders to revamp processes like return process overhaul, ensuring direct handling of returns to enhance efficiency. Organize workshops and brainstorming sessions to foster innovative ideas and solutions among team members. Utilize customer journey mapping techniques to visualize and improve customer experience across all touchpoints.

Technology Implementation Identify technology gaps in the current CX journey and drive product initiatives that improve operational efficiency and enhance overall customer experience Reduce manual interventions in the customer journey through technology enablement, improving process TAT while optimizing operational costs Customer Experience Focus Prioritize customer experience in all project initiatives, ensuring that processes are designed with the customer journey in mind. Implement customer satisfaction surveys and feedback mechanisms to continuously assess the effectiveness of new processes. Stay updated on industry trends and best practices in customer experience to inform project strategies and initiatives.

Performance Measurement Establish key performance indicators (KPIs) to measure the success of customer experience projects and processes. Monitor and report on project progress, outcomes, and areas for further improvement to senior management. Conduct post-project evaluations to assess the impact of initiatives on customer satisfaction and operational efficiency.

Utilize data analytics tools to track performance metrics and identify trends that can inform future projects. Preferred Skill Set: Education Essential: Bachelor’s degree or Master's degree in business administration, Project Management, or a related 4+ years of experience in project management, process improvement, or customer experience roles Proven track record of successfully managing cross-functional projects and driving process improvements in customer journey