Program Manager – Customer Experience Anomalies
About the Role
We are looking for an individual who is passionate about solving customer problems in e-commerce journey. The role is of highly skilled Program Manager with superior communication skills and an analytical bent of mind to lead and scale our CX Anomalies Program , focused on identifying, prioritizing, and resolving consumer experience issues across platforms.
This is a high-impact role that combines program management and data-driven insights , with end-to-end ownership of issue intake, prioritization, cross-functional execution and continuous improvement. You will play a key role in driving customer experience excellence at scale .
Key Responsibilities
Program Ownership & Strategy
- Own and scale the end-to-end program , including intake, prioritization, tracking, and resolution
- Define program governance, SLAs, and success metrics (resolution rate, turnaround time, impact)
- Identify gaps and implement automation and process improvements to increase efficiency and coverage
Customer Experience in e-commerce
- Analyse Customer Funnel for Customer Impact Assessment:
- Understanding of KPIs in customer experience like Conversion Rate, Cart Abandonment, Customer Funnel, Upper, Middle and Lower Funnels to assess customer impact
- Understand and contextualize issues in e-commerce framework.
- Establish and oversee standardized frameworks for:
- Issue intake and quality control
- Classification (Tech vs Non-Tech)
- Severity and impact assessment
- Contextualization of defects with planned enhancement cycles or separate sprints
- Ensure high-quality, actionable issue reporting across stakeholder teams and markets
Issue Triage & Quality Framework
Cross-Functional Leadership
- Drive alignment and execution across Tech, Product, and Market teams
- Partner with engineering and product teams to prioritize and resolve issues efficiently
- Act as the central escalation point to unblock critical experience issues
Operational Excellence
- Lead end-to-end tracking and governance of issues, ensuring timely follow-ups and closures
- Manage high-volume workflows while maintaining process rigor and accountability
- Build scalable mechanisms to reduce manual coordination overhead
Insights & Analytics
- Own documentation, dashboarding and reporting on experience issues, trends, and performance metrics
- Leverage behavioral analytics (e.g., rage clicks, failed loads, drop-offs) to proactively identify gaps
- Translate data into prioritization frameworks and drive the resolution.
Requirements
- 8–10 years of experience in Program Management in the domain of Customer Experience, e-Commerce
- BE/B.Tech/B.SC/Masters Degree
- Strong experience in leading cross-functional projects/programs in fast-paced environments
- Deep understanding of Issue Backlog , QA processes, defect triage, and customer experience optimization
- Hands-on experience with JIRA or similar project management tools
- Strong analytical skills with experience in dashboarding and data-driven decision making
- Proven ability to drive execution across multiple stakeholders and geographies
- Experience with digital analytics tools (e.g., Quantum Metric, Adobe Analytics, GA)
- Background in e-commerce or consumer-facing digital products
- Exposure to automation tools / workflow optimization
- Experience managing global or multi-market programs
- Strong ownership and leadership mindset
- Structured thinker with high attention to detail
- Excellent stakeholder management and communication
- Comfortable with ambiguity and high-volume execution
