Job highlights

- You need to be a Hodler of these 4-8 years overall,with a minimum of 4 years directly programs / at scale
- Background in consulting,customer experience,category management,or process excellence strongly preferred
- Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience

Job Summary The CoinDCX Journey: Building Tomorrow, Today. At CoinDCX, we believe Change starts together. In the last six years, we have skyrocketed from being India's first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies. While we go ahead and keep dominating the Web3 world, we would like to Hodl you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an All-time high with us! Inside CoinDCX's Customer Success Team.

Our Customer

Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. If you re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates. As the Program Manager - NPS, you will be the primary custodian of our customer feedback ecosystem.



You'll bridge the gap between what customers feel and what the business does - synthesising insights, driving alignment across Growth, Product, Operations, and Technology, and ensuring that customer voices shape our most critical decisions.

Responsibilities

- Build and run program reporting: Develop monthly and quarterly NPS improvement roadmaps. Analyze performance metrics, surface outliers, and present progress with clarity and conviction to senior leadership - serving as the authoritative voice of the customer.
- Own the NPS strategy end-to-end: Define, execute, and continuously refine long-term roadmaps to improve customer satisfaction and loyalty across all brands. You're the single owner of this metric - from survey design to boardroom reporting.
- Translate VOC data into business action: Lead deep-dive analyses of NPS, CSAT, CES, and other feedback channels. Identify, quantify, and prioritize pain points. Convert complex data into clear recommendations that leaders can act on immediately.
- Drive cross-functional execution: Build and manage operating cadences - trackers, dashboards, and review rhythms - to align senior stakeholders across Growth, Operations, Product, Technology, Revenue, and Compliance. Own escalations and remove blockers to keep programs on track.




- Champion customer journey optimisation: Lead initiatives to reduce friction at every touchpoint - from onboarding to resolution. Focus on minimizing customer effort, streamlining communications, and systematically closing experience gaps.

Requirements

- You need to be a Hodler of these 4-8 years overall, with a minimum of 4 years directly programs/at scale. Background in consulting, customer experience, category management, or process excellence strongly preferred.
- Strategic analytical acumen.
- Proven ability to translate complex VOC data into transparent business actions.
- Deep familiarity with NPS, CSAT, CES, and other feedback methodologies.
- Comfortable building dashboards, interpreting trends, and generating insight-driven recommendations.
- Program management muscle: Track record of managing complex, cross-functional programs with multiple stakeholders and competing priorities.
- Process-driven with the ability to manage ambiguity, risk, and escalations without losing momentum.
- Stakeholder influence communication: Excellent ability to influence without authority.
- Strong storytelling skills - able to present insights to leadership clearly and persuasively, and to build trust with partner teams across the organisation.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Program Manager - NPS (Bengaluru)
🏢 Coindcx
📍 Bengaluru