CX Program Manager

Key Responsibilities :

Program Management & Pilot Execution

Anchor the pilot implementation of the new complaints management process across selected regions

Capture user feedback from both internal teams and external partners (distributors, retailers, consumers) to drive iterative improvements

Work closely with product / tech partners to ensure platform readiness and continuous feature enhancements

Develop process SOPs and documentation to support standardized scale-up

Ensure rapid escalation and resolution in high-impact cases with potential business continuity or reputational risks

Cross-Functional Stakeholder Management

Coordinate with internal stakeholders (Sales, Supply Chain, Quality, Legal, Marketing, etc.) to ensure closure of complaints within defined SLAs

Manage external vendor(s) involved in tech platform, call center, analytics to drive agreed deliverables

Maintain structured governance and follow-ups for issue escalations, decision-making, and interventions

Push and influence senior cross-functional leaders to take time-sensitive, critical decisions in high-stakes situations

Governance, Dashboarding & Leadership Reporting

Maintain and continuously update CX dashboards to monitor complaint volumes, issue types, resolution times, and satisfaction metrics

Prepare executive-level presentations and reports for the CEO, CXOs, and cross-functional leadership teams

Identify trends, root causes, and improvement opportunities based on data insights

Training & Change Management

Conduct periodic training sessions for field sales teams, customer service representatives, retailers, distributors, and other key users on the new platform / process

Build training aids, manuals, and quick-reference guides for end users

Act as the go-to person for first-level query resolution and onboarding for new users

Key Skills & Competencies :

Strong program and project management skills

Ability to manage multiple stakeholders and influence senior stakeholders to take time-sensitive actions and decisions

Comfortable working with data, Excel, dashboards (Power BI / Tableau preferred)

Proficient in preparing structured presentations for senior stakeholders

Excellent verbal and written communication skills

Adaptable, proactive, and a strong problem-solver

Proven ability to handle crisis situations and navigate ambiguity with speed and composure

Experience in driving critical decisions under pressure, with potential financial and reputational implications for the business