Title: Role – Program Manager (MHD)

We are looking for a high-ownership Program Manager to drive end-to-end excellence for the

Merchant Helpdesk. This role will be responsible for improving merchant experience, optimizing support operations, and driving cross-functional programs to enhance resolution efficiency,

quality, and scalability.

Key Responsibilities

- Program Ownership & Execution

Own merchant helpdesk programs across voice, non-voice, and digital channels (WhatsApp,

chatbot, etc.)

Drive key initiatives to improve FCR (First Contact Resolution), TAT, MSAT

Manage end-to-end lifecycle: problem identification → solution design → execution → impact measurement

- Process Excellence & Optimization

Identify gaps in support workflows and implement scalable process improvements

Standardize SOPs, knowledge base, and escalation matrices

Drive automation and self-serve journeys to reduce ticket inflow

- Stakeholder Management

Collaborate with Product, Tech, Business, Risk, and Field teams to resolve merchant issues





Act as a bridge between frontline operations and backend teams

Drive governance cadence with leadership via dashboards and reviews

- Data & Analytics

Build and track KPIs: ticket volumes, resolution time, backlog, quality scores

Derive actionable insights from data to improve efficiency and merchant experience

Own reporting frameworks and program dashboards

- Vendor & Team Management

Manage BPO/vendor performance against SLAs and KPIs

Drive training, quality calibration, and productivity improvements

Ensure adherence to compliance and audit requirements

Desired Skills and Qualifications

4–8 years of experience in Program Management / Operations / Customer Experience

Strong understanding of customer support ecosystems (BPOs, CRM tools, ticketing systems)

Proven ability to drive cross-functional programs at scale

Solid analytical mindset with hands-on experience in dashboards & metrics

📌 Program Manager (Noida)
🏢 Paytm Payments Services
📍 Noida