Program Lead (Customer Experience)

Team Description

We are undergoing a transformation with the goal of relaying consumer insight into action via a “Digital First” outserve strategy, that empower consumers, streamlines operations, grows sales and builds the brand. As such, we are seeking skilled Program Lead who will drive CSAT and DSAT improvement across countries in the region. You will collaborate with Grabbers across the organization, championing for and creating a customer-centric journey that helps our drivers, and passengers get the most out of our products.

Ideal Candidate

• Experienced Program Lead with a passion for articulating and architecting a program’s strategy objectives and overseeing several projects to ensure the program’s goal is met.

• Demonstrated capabilities to identify consumers’ pain-points and put together a strategy to prevent and recover the bad experience.

• Highly self-motivated individual with strong passion in customer experience.

Key Day-to-day Responsibilities

Functional

• Manage and coordinate workflows with project managers and schedules, requirements, goals and assignments as required.

• Utilize Project Management systems and methodologies to drive projects efficiently and successfully to completion under tight deadlines.

• Track OKRs and ensure goals are met on a daily basis.

People

• Collaborate interdepartmentally to drive improvements including creation, design, features, and presentation.

• Work with product, marketing, engineering, design, and customer experience groups to build a contextual, intuitive, relevant self-serve experience.

• Lead, motivate, and coach in-country “Ride Experience” team who deals with customer feedbacks directly.

Qualifications, Certifications and Experience

• Bachelor Degree with minimum 3 years of relevant experience.

• Excellent organizational skills and program / project management capabilities - able to manage project plans, timelines and risks effectively.

• Experience with program and project management tools.

• Excellent team-player who can build consensus and drive outcomes across the organization.

• Ability to manage multiple projects and tasks, drive projects with aggressive timelines, and work flexibly with non-standard hours.

• Excellent written and verbal communication skills.

• Structured / analytical thinker who can simplify complex problems and issues in an easy to understand manner.

• Ability to think “outside the box” and solve problems quickly.

• Outstanding EQ and stakeholder management skills.

• Attention to detail with a “hands-on” and “can do” attitude.