Job Description

Role Purpose:

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Drive customer experience projects from idea to execution. Work closely with tech,

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product, operations, and vendors to improve customer journeys, integrations, and

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automation initiatives.

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Key Responsibilities:

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Manage CX projects end to end from requirement gathering to go live.

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Prepare BRDs, process flows, requirement documents, and define KPIs.

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Coordinate with tech teams for API integrations (basic understanding of REST/SOAP

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required).

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Work on CRM, telephony, CTI, WhatsApp, chatbot, and automation initiatives.

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Participate and lead vendor discussions for integrations and enhancements.

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Drive UAT and ensure smooth production rollout.

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Monitor impact post launch and track improvement in CX metrics.

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Maintain project tracker, timelines, risk logs, and stakeholder updates.

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Required Skills:

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2–5 years experience in program management / CX projects / product operations.

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Basic understanding of API integrations (REST, SOAP – high level clarity).

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Basic understanding of telephony flow and CTI concepts.

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Exposure to CRM systems.

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Exposure to WhatsApp and chatbot platforms.

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Ability to independently draft BRDs.

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Solid stakeholder management and communication skills.

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Data driven mindset with reporting capability.

📌 Associate Program Manager Customer Experience Bengaluru (India)
🏢 IndoFast Energy
📍 India