Experience: 5.00 + years
Salary: Confidential (based on experience)
Shift: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type: Remote
Placement Type: Full time Permanent Position
(*Note: This is a requirement for one of Uplers client - Miko)
What do you need for this opportunity
Must have skills required:
Customer Service, Zendesk, CX project, program manager, Telephony systems, Helpdesk app, G-Suite, customer support operations
Miko is Looking for:
CX Program Manager (Level 2) - Job Description
Hiring a Program manager for the customer support team to help us accelerate CX initiatives at Miko. The role requires a strategic mindset with a masterful analytic ability, and will be skilled at advocating and delivering cross-functional change to improve experience for our customers. The role is expected to challenge any threats to customer experience, and advocate on behalf of customers.
Responsibilities
- Owns the delivery of CX roadmap, ensuring the most important pain points and opportunities are addressed for customers
- Delivers project and process improvements in partnership with CS, business, and tech stakeholders. Owns changes and also influences without authority
- Drives a culture change across business functions to ensure customer experience improvement is considered as a top priority. - Deep dives and completes root cause analysis of CX outliers and trends and drives resolution of issues to closure
- Performs quantitative and qualitative analysis of internal and customer-facing processes and interactions
- Creates dashboards, reports, and metrics, and prepares inputs for weekly, monthly, and quarterly business reviews
- Drives voice of the customer mechanisms to surface and address customer pain points on a continuous basis
- Proactively manages large-scale customer impacting issues and creates systemic fixes and mechanisms to address them
Requirements
- Graduate/Post graduate with 7+ years of experience in customer service preferably in an ecommerce startup
- Demonstrated experience as a CX project or program manager who can prioritize well, communicate clearly and effectively influence cross-functional teams
- Excellent interpersonal and stakeholder management skills; proven ability to guide cross-functional teams through influence versus direct management
- Excellent critical thinking and judgment. Ability to think strategically while staying on top of tactical execution
- Experienced in documenting SOPs, process maps, RCAs, scheduling and following up on projects
- Strong cross-functional leadership skills, ability to interact effectively at various levels of an organization and cross functionally to advocate and drive betterments on behalf of customers and support team
- Working knowledge of customer service software & tools. Must be comfortable with Telephony systems, Helpdesk app preferably Zendesk serving customers across all channels (calls, emails, chat & social media)
- Good at working independently and leading & upskilling team, ability to take decisions
- Analytical mindset and ability to multitask
- Comfortable with G-Suite (Sheets, Docs, Slides, etc.)
- Comfortable working in shifts as per the process requirements
How to apply for this opportunity
- Register or login on our portal & fill out the application form.
- Clear the given Video Screening (30 min) and Click on Apply to get shortlisted
- Once it's all done, your profile will be shared with the client for the Interview round.
- When selected, just meet the client and get your exciting career started!
About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement. You will also be assigned to a dedicated Talent Success Coach during the engagement.
(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).
So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!
