Process Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of and expand the comprehensive program, encompassing intake, prioritization, tracking, and resolution.

• Establish program governance, service level agreements (SLAs), and key success metrics, including resolution rates, turnaround times, and impact assessments.

• Identify areas for improvement and implement automation and process enhancements to boost efficiency and coverage.

• Analyze the Customer Funnel for assessing Customer Impact.

• Possess a strong understanding of key performance indicators (KPIs) related to customer experience, such as Conversion Rate, Cart Abandonment, and the Upper, Middle, and Lower Funnels for evaluating customer impact.

• Comprehend and contextualize issues within the e-commerce framework.

• Develop and manage standardized frameworks for issue intake and quality control, classification (Technical vs. Non-Technical), severity and impact assessment, and contextualization of defects with planned enhancement cycles or separate sprints.

• Ensure high-quality, actionable issue reporting across various stakeholder teams and markets.

• Foster alignment and execution among Tech, Product, and Market teams.

• Collaborate with engineering and product teams to prioritize and efficiently resolve issues.

• Serve as the primary escalation point to address critical experience-related issues.

• Oversee end-to-end tracking and governance of issues, guaranteeing timely follow-ups and resolutions.

• Manage high-volume workflows while upholding process rigor and accountability.

• Create scalable mechanisms to minimize manual coordination overhead.

• Take charge of documentation, dashboarding, and reporting on experience issues, trends, and performance metrics.

• Utilize behavioral analytics (e.g., rage clicks, failed loads, drop-offs) to proactively pinpoint gaps.

• Convert data into prioritization frameworks and drive resolutions.

⛳️ Requirements

• 8–10 years of experience in Program Management focusing on Customer Experience and e-Commerce.

• Bachelor's or Master's Degree in a relevant field (BE/B.Tech/B.Sc/Masters).

• Extensive experience leading cross-functional projects and programs in dynamic environments.

• In-depth knowledge of issue backlogs, quality assurance processes, defect triage, and customer experience optimization.

• Practical experience using JIRA or similar project management tools.

• Strong analytical capabilities with a background in dashboarding and data-driven decision-making.

• Proven track record of driving execution across diverse stakeholders and geographical locations.

• Familiarity with digital analytics tools (e.g., Quantum Metric, Adobe Analytics, Google Analytics).

• Experience in e-commerce or consumer-facing digital products.

• Exposure to automation tools and workflow optimization.

• Experience managing global or multi-market programs.

• Strong ownership and leadership mindset.

• Structured thinker with a keen attention to detail.

• Excellent stakeholder management and communication skills.

• Comfortable navigating ambiguity and executing in high-volume scenarios.

🏝️ Benefits

• eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other legally protected basis, as per applicable law.