Job Description

Job Description

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Associate Program Manager – Customer Experience Initiatives

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Role Title: Associate Program Manager – Customer Experience (Control Tower)

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Reports to: General Manager, COO's Office

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Function: Customer Experience Initiatives/Projects

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Experience: Freshers to 1–2 years

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Location : Bangalore

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About the Role

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We're looking for a sharp, analytical Associate Program Manager to join the Customer Experience Initiatives team as part of the newly formed Control Centre/Tower. This role sits at the intersection of data, process, and customer outcomes — you'll help build the systems and insights that let us proactively manage customer experience at scale, rather than react to it after the fact.

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This is an ideal role for someone early in their career who wants to build a strong foundation in operations analytics, program management, and data-driven decision-making, while working closely with senior stakeholders on high-visibility initiatives.

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What You'll Own

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- NPS (Net Promoter Score): Track, analyze, and report on NPS trends; identify drivers of detractor/promoter behavior and work with cross-functional teams to close gaps.
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- Zero Defect Project: Support the design and execution of initiatives aimed at eliminating recurring defects/errors in the customer journey — root-causing issues and tracking resolution to closure.
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- Exception Reports/Metrics: Build and maintain exception-reporting frameworks that flag anomalies, breaches, or at-risk cases needing intervention.
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- Data Analysis and Insighting: Mine operational and customer data to surface patterns, generate insights, and translate them into actionable recommendations for leadership.
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- System-Driven Reporting and Automation: Work with existing tools/systems (and help scope new ones) to move reporting from manual, ad-hoc processes to automated, self-serve dashboards.
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What We're Looking For

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- Experience: Freshers welcome; up to 1–2 years of relevant experience (analytics, operations,



program/project support, or similar) preferred.
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- Academic Background: Strong academic record in a quantitative or business discipline (Engineering, Economics, Commerce, Statistics, etc.). Robust preference for candidates from Tier 1 institutes — this is a key filter for this role.
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- Mindset: A genuine first-principles thinker — someone who questions "how things have always been done," breaks problems down to fundamentals, and builds solutions up from there rather than defaulting to convention.
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- Analytical Skills: Strong with numbers and comfortable working in Excel/Google Sheets; ability to structure ambiguous problems into clear, data-backed narratives.
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- SQL: Working knowledge of SQL is a plus (not mandatory) — you'll be expected to pick it up quickly if you don't already know it, as much of the reporting work will involve querying data directly.
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- Communication: Ability to translate data into clear, concise insights for both technical and non-technical stakeholders.
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- Stakeholder Management: Strong stakeholder management skills — able to build trust and work effectively with senior stakeholders and cross-functional teams (CX, Tech, Warehouse, Logistics) to drive alignment and get things done. This is a major skillset for this role.
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- Ownership: Comfortable owning a metric or project end-to-end, from data-gathering to insight to follow-through on action.
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- Bias for Automation: Instinct to systemize and automate repetitive manual work rather than repeat it every cycle.
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Nice to Have

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- Prior exposure to customer experience, operations, or support functions.
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- Familiarity with dashboarding/BI tools (e.g., Power BI, Tableau, Looker, Google Data Studio).
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- Basic scripting/automation experience (Python, Google Apps Script, etc.).
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Why Join

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You'll get direct exposure to how a Customer Experience function is built from the ground up — working across metrics ownership, process automation, and executive-level reporting — with a clear growth path into program management as the Control Centre/Tower scales.

📌 Associate Program Manager - Customer Experience Initiatives (Bengaluru)
🏢 GIVA
📍 Bengaluru