Job Description

56 is India's first security subscription that believes safety and security is for all. We combine deep tech computer vision, location services and contextually deployed manpower to provide efficient and affordable protection for millions of people, homes and businesses. We build technology-based systems, high scale consumer platforms and indulge in deep data sciences to make security automated and easily accessible. Keeping people safer, and protecting homes and businesses is our key problem statement. We are looking for a business savvy Program Manager who will be responsible for everything starting from building the business requirement document [BRDs], defining the project charter for customer experience, working with the product teams, defining processes and train the team on those SOPs, work with the product team on internal and external tools - automations, training, data analytics and reporting for measuring and improving customer experience and retention. The candidate will enhance the effectiveness, productivity and business impact of the post sales operations team [Customer Support, Supply Operations, WarRoom, Payments and support teams] keeping customer satisfaction at the core of every decision and behaviour.

Roles and Responsibilities:

- Serve as a powerful data analysis and reporting unit that can provide critical insights into sales process optimizations, performance metrics, training needs, territory/funnel assignment, growth forecasting and selection of CRM tools

- Work with the function heads of Care Experience, Customer Support and Supply Chain to design and run experiments to optimise for engagement, user experience, NPS

- Select key metrics to drive performance and ensure implementation of customer service frameworks and methodologies

- Design dashlets and ensure data sanity to give real time visibility to the senior leadership

- Administer, synchronise and optimise technology stack including CRM

- Content and knowledge base management

- Design the right incentive scheme and ensure timely payouts to the Inside Sales, Sales and Payment Reconciliation teams

- Work with marketing and sales teams to fine-tune brand messaging and content using the trove of clients' behavioural data

- Improve recruiting practices and forecast hiring needs

- Champion opportunities to consistently Improve the 56 Secure experience

- Drive customer retention, reduce churn, and increase customer satisfaction

- Map the customer journey and identify opportunities to proactively intervene on the client's behalf

- Guide team in effective client issues resolution and handle any escalations

- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement

- Test new strategies for driving customer value

- Continually review and evolve the collection of processes 56 Secure uses to track, oversee and organise every interaction between the customer and Vivacity throughout the lifecycle

Requirements

- 8+ years of experience in strategy consulting, operations consulting, program management, chief of staff or similar role

- Strong interpersonal skills, collaborative personality and the ability to build rapport with multiple functions and teams

- Strong excel and quant skills to do data analysis and develop executive level presentations

- Full professional proficiency in English and Hindi. Limited/full working proficiency in regional languages is a plus

- Undergraduate degree with notable co-curricular achievements is a must. A Master's degree in business management/economics is a plus

- Ability to multitask, set priorities and manage time effectively in a fast paced environment

- Security/Internet enthusiast who believes in the mission of the company and is excited in building this together

- Willingness to relocate to Bangalore (if needed) to work closely with the team (this is not a remote role)