Are you customer obsessed, smart and analytical, strategic yet execution focused, entrepreneurial, and passionate about e-Commerce? Do you want to be a part of one of the fastest growing and most innovative e-commerce businesses? We are looking for a smart, metrics and results-oriented program manager who will be instrumental in improving customer experience and growing our business. The person will be responsible for ensuring the best customer experience in the company Now. They will be responsible for improving the customer shopping experience through driving projects on catalog enhancement, ensuring we display meaningful and correct information to customers, and improving search performance.
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Responsibilities
- Ensure product listings are accurate for new and existing products
- Troubleshoot and drive resolutions to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies
- Collaborate with vendors to set up efficient processes and SOPs
- Work with various internal teams to help drive tools and process improvements that affect catalog management workflows
- Drive data-oriented analysis, adoption of solutions, and process improvement projects to achieve operational and business goals
- Manage stakeholder communication across multiple lines of business on operational milestones, process changes, and escalations
- Proactively identify issues and opportunities in catalog/customer experience of listed products and respond accordingly, engaging cross-functional teams where necessary
- Analyze and share relevant metrics and best practices from executed initiatives across the organization, building relevant dashboards and publishing reports to ensure the business is moving in the right direction
- Contribute to business reviews with customer experience and data-backed decisions
A Day in the Life
Understand the guidelines and guardrails for listing products in the company Now and ensure they are met at all times. Dive deep and understand different systems and processes that impact customer buying decisions. Identify root causes for product details defects, work with category SMEs worldwide and tech teams to implement corrective-preventive actions, and identify opportunities for automation. Analyze data, highlight gaps, recommend solutions, and drive/influence inter-functional decisions.
