Retail Business Services (RBS) is looking for a highly skilled and analytical Program Manager, with a passion for making an impact through innovation and delivering solutions at scale. This role offers a unique opportunity to support our growing business while driving large scale, high visibility projects with substantial internal and external impact.
Key Performance Areas
1) Ambiguity Management; will be working in new environment where there is no clear ‘right’ path or solution defined earlier.
2) Program Development; Developing the strategy and align with leadership.
3) Building Tech Solutions; Developing and executing tech-first solutions for reducing the manual dependency to drive cost-effective and centralized teams.
4) Dive Deep and eliminate Defects; Diving deep on the data, analyzing trends, inputs to provide data driven solutions to permanently eliminate the defects.
5) Stakeholder Management; Work with product and Tech teams to understand the requirements , identify sweet spots to enable end to end automation.
6) Deliver Results; Work backwards from the business impact and customer experience to define the steps to followed
Candidate Profile:
The successful candidate will have project management skill with the ability to conduct in-depth analyses, think big and identify game-changing opportunities. In addition, the candidate will be expected to deliver solutions and programs that are technology based, highly scalable, secure, and flexible - all while maintaining customer and business partner focus. They will work with internal and external stakeholders to identify, define, and specify solutions meeting our customers and selling partners needs.
The individual would have targets on process standardization, automation and business metrics. Would engage with the business and support/service teams and build customer confidence through quality delivery, robust processes and sound reporting metrics. The individual would be responsible and be a point of escalation for the delivery by the teams working with him/her.
About the team and the role:
The vision of Andon program is to identifying, validating and resolving High Impact defects affecting customers thereby ensuring best Cx experience on our platform. In 2024, while the Andon process was automated by ~37% (15% YoY) , we still had critical steps of the process that were manual or was redundant or required Human Intelligence to make decisions. Hence for 2025, we've set an ambitious target of 70% automation with a stretch goal of 100%, aiming to process 34K weekly Andon cases with minimal to zero human intervention. Inorder to enable the same , we are adopting a programmatic approach end to end to automatically identify defects and apply resolutions through predefined frameworks and models built on Automations , ML models and Tech product capabilities.
He/She should (i) Deep dive on customized , granular usecases along with insights that will enable us to plan and implement Tech solutions at a faster pace (ii) Collaborate better with Product / tech team in terms of SOPs / processes to automate the process end-to-end and also improve efficiency of the process and (iii) Drive 70% resolution of Andons through tech solutions and no human efforts in FY25. The job also involves collaborating with various teams / business stakeholders to implement identify and work on apt resolutions through Tech to improve Cx experience. It will also require representing the program from a Tech purview in various Leadership forums. The success of the individual would be in driving predictive capabilities / signals to automate Andons resolution at scale thereby reducing the impact on the business.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
Key job responsibilities
Key Performance Areas
1) Ambiguity Management; will be working in new environment where there is no clear ‘right’ path or solution defined earlier.
2) Program Development; Developing the strategy and align with leadership.
3) Building Solutions; Developing tech-first solutions for reducing the manual dependency to drive cost-effective and centralized teams.
4) Dive Deep and eliminate Defects; Diving deep on the data, analyzing trends, inputs to provide data driven solutions to permanently eliminate the defects.
5) Stakeholder Management; Understand partner teams’ problems, identify sweet spots to enable premium relationship with key high-level stakeholders such as category leaders, country managers of new MP launches.
6) Deliver Results; Work backwards from the business impact and customer experience to define the steps to followed
A day in the life
The job involves collaborating with various teams / business stakeholders to implement identify and work on apt resolutions to improve Cx experience. It will also involve monitoring progress , scaling up initiatives , identify gaps / opportunities that will help streamline the defect framework and represent the program in various Leadership forums
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Experience implementing repeatable processes and driving automation or standardization
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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