Job Description

Role : Project Management

Reporting To : Director - Customer Experience

Level : Deputy Manager

Location : Gurgaon

About the Function :

- The Customer Experience Team focuses on improving the customer contact agendas like Customer Satisfaction, decreasing customer Efforts and driving Identified Projects, which will enhance customer experience.

About the Role :

- You will be working in a fast-paced environment where every day brings unique challenges and opportunities. The role focuses on managing project and timelines to deliver operational excellence as well customer experience.

What will you be doing ?

- As the role holder, your primary focus is to set up the Project Management team for the Customer Contact group

- Manage diverse projects in a fast paced work environment by interacting with various internal stakeholders including various lines of business (LOBs)

- Develop Project plan, monitor Project schedules and manage effective delivery of high impact features

- Identify system and process improvement opportunities which will directly influence the customer experience

- Cross pollination between platforms: BOT, Self Help and IVR.

Data Analytics :

- Drive analytics for feed to the entire unit

- Peeling, consumption & execution on feeds from various customer VOCs

- Drive efficiency from LOBs

IVR :

- Drive synergies for seamless implementation of new processes

- Contextual Self Help menu on IVR / Smart IVR

- Capturing VOC & further using it to drive efficiencies

- IVR framework

- Agent empowerment tool

- Project management of My Desk tool

- MyDesk Gen Next with integrated flows across both brands

- Integrated tool for all support functions

- Explore opportunities around process automation

What are you required to bring to the team :

- Understanding of Tech and Product platforms and business models

- Understanding of end to end of Project management & Product lifecycle

- Understanding of consumer mind set & behavior besides having good sense of online business and related technology levers

- Strategic thinking and overall business know how with an eye for detail and for execution

- Experience in managing mid-large teams (direct & indirect) and multiple stakeholders

Qualification & Experience :

- Overall experience 4-6 years with an experience in Product/ Project management preferably in an online business

- Post graduate with tech/ E-commerce company background would be added advantage

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