Program Manager

About boAt:

An Indian consumer electronics start-up & the fastest-growing start-up. In just 5 years, we’ve revolutionized the way you listen to music & transformed the way you track your fitness goals. In addition to solidifying our position in the Indian market as the No. 1 player, boAt has also emerged as the fifth largest wearable brand globally.

https://www.boat-lifestyle.com/pages/who-are-we/

Job Description

The role is responsible for leading and driving new initiatives and projects aimed at improving customer experience through process improvements, new process design, and technology enablement.

Job Responsibilities:

Project Management:

• Lead and manage customer experience projects from inception to completion, ensuring alignment with company goals and customer needs.
• Oversee the execution of projects identified in the Annual Operating Plan (AOP), including budget management and resource allocation.
• Develop detailed project plans, including timelines, milestones, and deliverables, to ensure projects are completed on schedule.
• Work closely with various departments, including logistics, marketing, sales, and customer service, to ensure successful project delivery and alignment with overall business objectives.
• Conduct regular project reviews and status meetings to track progress and address any challenges or roadblocks.
• Build strong relationships with key stakeholders to ensure ongoing support and engagement throughout the project lifecycle.
• Present project updates and results to senior leadership, highlighting successes and areas for future focus.

Process Design and Improvement

• Design and implement high-touch processes for premium category products, ensuring a seamless door-to-door experience for customers.
• Analyze existing processes, such as returns and service operations, to identify areas for improvement and develop new, efficient workflows.
• Collaborate with stakeholders to revamp processes like return process overhaul, ensuring direct handling of returns to enhance efficiency.
• Organize workshops and brainstorming sessions to foster innovative ideas and solutions among team members.
• Utilize customer journey mapping techniques to visualize and improve customer experience across all touchpoints.

Technology Implementation

• Identify technology gaps in the current CX journey and drive product initiatives that improve operational efficiency and enhance overall customer experience
• Reduce manual interventions in the customer journey through technology enablement, improving process TAT while optimizing operational costs

Customer Experience Focus

• Prioritize customer experience in all project initiatives, ensuring that processes are designed with the customer journey in mind.
• Implement customer satisfaction surveys and feedback mechanisms to continuously assess the effectiveness of new processes.
• Stay updated on industry trends and best practices in customer experience to inform project strategies and initiatives.

Performance Measurement

• Establish key performance indicators (KPIs) to measure the success of customer experience projects and processes.
• Monitor and report on project progress, outcomes, and areas for further improvement to senior management.
• Conduct post-project evaluations to assess the impact of initiatives on customer satisfaction and operational efficiency.
• Utilize data analytics tools to track performance metrics and identify trends that can inform future projects.

Preferred Skill Set:

• Education Essential: Bachelor’s degree or Master's degree in business administration, Project Management, or a related
• 3+ years of experience in project management, process improvement, or customer
• experience roles
• Proven track record of successfully managing cross-functional projects and driving process improvements in customer journey