Job Description Associate Program Manager – Customer Experience Initiatives Role Title: Associate Program Manager – Customer Experience (Control Tower) Reports to: General Manager, COO’s Office Function: Customer Experience Initiatives/Projects Experience: Freshers to 1–2 years Location : Bangalore About the Role 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. This is an ideal role for someone early in their career who wants to build a robust foundation in operations analytics, program management, and data-driven decision-making, while working closely with senior stakeholders on high-visibility initiatives. What You'll Own - 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. - 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. - Exception Reports/Metrics: Build and maintain exception-reporting frameworks that flag anomalies, breaches, or at-risk cases needing intervention. - Data Analysis and Insighting: Mine operational and customer data to surface patterns, generate insights, and translate them into actionable recommendations for leadership. - 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. What We're Looking For - Experience: Freshers welcome; up to 1–2 years of relevant experience (analytics, operations, program/project support, or similar)

📌 Associate Program Manager (Karnataka)
🏢 GIVA
📍 Karnataka