Job Description

Manager - Customer Delight
About the Role:
We are looking for a highly analytical and execution-driven Business Analyst cum Program Manager (Designation: Manager, Grade: 7) to work cross-functionally with City and Cluster Heads, Account Managers, Operations, Finance and Product teams. The role focuses on driving business impact by identifying and fixing outliers, sizing opportunities, and supporting product go-lives. The ideal candidate combines strong analytical skills with program management rigor and stakeholder influence.
Key Responsibilities:

• Drive Outlier Management:

• Collaborate with City and Cluster Heads to reduce performance outliers and drive structured interventions.
• Opportunity Sizing & Insights:

• Conduct weekly RCAs, deep dives, cohort analysis, and benchmarking to uncover improvement levers and quantify their impact.
• Program Management:

• Track execution of Business and Product rollouts, monitor adoption metrics, and ensure continuous improvement.
• Coordinate with Business and Product teams for new feature launches, validate implementation success, and feed user feedback into iteration cycles.
• Cross-Functional Execution:

• Work closely with Ops, Finance, and Product teams to GTM-manage high-impact initiatives.
• Reporting & Governance:

• Build dashboards, reports, and review documents to track KPIs and present progress to Leadership.

Requirements:

• 2-4 years of experience in business analysis and program management
• Strong in SQL, Excel, and data visualization (Power BI)
• Excellent communication and stakeholder management skills
• Experience in conducting RCAs and cross-functional problem-solving
• Ability to work in fast-paced, ambiguous environments

Preferred Qualifications (preferable but not mandatory):

• B.Tech (IITs, top NITs or equivalent), MBA
• Prior experience in high-growth startups or analytics/consulting firms
• Exposure to field operations
• Domain knowledge in Food Tech/QComm, logistics, or e-commerce is a plus