The Role
Own the creator-platform customer experience across key journeys, including payouts, login, and brand reconciliation. Gather creator feedback through NPS, interviews, and support data; identify systemic issues; and drive product and technology improvements. Establish proactive alerts for sign-up drop-offs, engagement changes, and cohort shifts. Collaborate cross-functionally with product, engineering, business, and support teams to solve ambiguous problems and improve creator trust and effort.
Summary Generated by Built In
Associate Program Manager- Customer Experience
Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.
Wishlink was founded by 3 friends from college, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and Elevation Capital.
The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.
Immense ScaleIn just 3 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.
Stellar TeamWishlink is all about its people. Our team is young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!
Growth OpportunityWe have grown remarkably in the last 4 years and are doing a monthly GMV of over Rs. 300cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.
Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.
We're looking for an Associate Program Manager - Customer Experience to own the CX charter for our creator platform. This role is for someone who thrives on picking up ambiguous problem statements, going deep into data and user feedback, and driving them to closure - across product, tech, and support.
You'll sit at the intersection of platform experience, creator sentiment (NPS/trust), and support-led product improvements, and you'll be the one setting up the early-warning systems (alerts) that help the org catch problems before they escalate.
- Platform CX (Service & Journey)- own and improve the end-to-end experience across critical creator journeys - creator payouts, social login, and brand reconciliation, etc. Identify friction points in these flows and work with product/tech to resolve them.
- Own Creator NPS, Trust & Effort- run structured programs to gather creator insights (through quarterly NPS/Creator Pulse, 1:1 interviews, etc), and use these to identify gaps. Break these down into individual, ownable problem statements and drive them to resolution.
- Product Enhancements (Support-Led)- mine support tickets and escalations for recurring/systemic issues and convert them into product enhancement requests - closing the loop between "what support hears" and "what product builds”
- Alerts & Monitoring- work closely with tech and product to set up proactive alerting across the platform - for issues like sign-up drop-offs, engagement dips, and cohort-level behavioral shifts - so problems are caught early rather than reactively.
- Bachelor's degree from a Tier-1 college/ prior experience at a Tier-1 consumer tech company
- Prior experience as a generalist / founder's office/ strategy ops/ program manager/ product analytics role at a startup - someone who has owned individual problem statements and worked on 0→ 1 or 1→ 10 initiatives
- Strong data orientation and structured problem-solving - must be comfortable moving from raw data to insight to action independently (must have)
- Strong cross-functional operator - comfortable working across product, tech, business, and support teams to get things done (must have)
- Familiarity with app usage metrics, product analytics tooling, and mapping customer journeys (good to have)
Interview Process
- R0- detailed screening call by HR
- R1- Data interpretation & problem-solving
- R2- Problem-solving (deeper dive)
- R3- Cross-functional and culture fit
We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.
- Competitive Salary, Generous ESOPs, and Relocation Bonus
- Learning & Development Programs with a Dedicated Budget
- Company sponsored newsletters and books
- AI tools Subscription
- Regular Team Outings
- Discounted Health Plans & Gym Memberships
- Industry insights on growing your social media if you are a (aspiring) creator
Explore our Creator App: iOS | Android
Explore our Shopping App: iOS | Android
LinkedIn Page: Wishlink
Shaurya Gupta - Founder & CEO
Divyansh Ameta - Founder & COO
Chandan Yadav - Founder & CTO
Deep Anmol Singh - Head of Revenue and CX
Priyanka Khera - Program Manager- CX
Skills Required
- Bachelor's degree from a Tier-1 college or prior experience at a Tier-1 consumer technology company
- Prior experience as a generalist, founder's office, strategy operations, program manager, or product analytics professional at a startup
- Experience owning individual problem statements and driving 0-to-1 or 1-to-10 initiatives
- Strong data orientation and structured problem-solving skills, including independently converting raw data into insights and actions
- Strong cross-functional operating skills across product, technology, business, and support teams
- Familiarity with app usage metrics, product analytics tools, and customer journey mapping
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The Company
What We Do
At Wishlink, we aim to define new charters at the intersection of two of the most prominent aspects of the internet: e-commerce and social media. Wishlink makes acquiring customers and driving sales via creators easy, trackable and efficient for the brands. Wishlink provides creators with opportunities to collaborate with the brands they genuinely love. We equip creators with their personalized links where they can tag products with their social media posts, create curated collections of their favorite products - and make it easy for their community to shop. ?? Empowering creators to monetize their content effectively and drive genuine value for their community as well as the brands. ??Enabling brands to efficiently work with creators at scale. Quick setup, measurable & positive ROI and outcome based payouts. ?? Assisting customers to discover and shop their favorite creator's recommendations seamlessly.
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