Process Manager

Program Manager – Customer Experience Anomalies

About the Role

We are looking for an individual who is passionate about solving customer problems in e-commerce journey. The role is of highly skilled Program Manager with superior communication skills and an analytical bent of mind to lead and scale our CX Anomalies Program, focused on identifying, prioritizing, and resolving consumer experience issues across platforms.

This is a high-impact role that combines program management and data-driven insights, with end-to-end ownership of issue intake, prioritization, cross-functional execution and continuous improvement. You will play a key role in driving customer experience excellence at scale.

Key Responsibilities

Program Ownership & Strategy

• Own and scale the end-to-end program, including intake, prioritization, tracking, and resolution 
• Define program governance, SLAs, and success metrics (resolution rate, turnaround time, impact) 
• Identify gaps and implement automation and process improvements to increase efficiency and coverage 

Customer Experience in e-commerce

• Analyse Customer Funnel for Customer Impact Assessment:
  • Understanding of KPIs in customer experience like Conversion Rate, Cart Abandonment, Customer Funnel, Upper, Middle and Lower Funnels to assess customer impact
• Understand and contextualize issues in e-commerce framework.
• Establish and oversee standardized frameworks for: 
  • Issue intake and quality control 
  • Classification (Tech vs Non-Tech)
  • Severity and impact assessment 
  • Contextualization of defects with planned enhancement cycles or separate sprints 
• Ensure high-quality, actionable issue reporting across stakeholder teams and markets 

Issue Triage & Quality Framework

Cross-Functional Leadership

• Drive alignment and execution across Tech, Product, and Market teams 
• Partner with engineering and product teams to prioritize and resolve issues efficiently 
• Act as the central escalation point to unblock critical experience issues 

Operational Excellence

• Lead end-to-end tracking and governance of issues, ensuring timely follow-ups and closures 
• Manage high-volume workflows while maintaining process rigor and accountability 
• Build scalable mechanisms to reduce manual coordination overhead

Insights & Analytics

• Own documentation, dashboarding and reporting on experience issues, trends, and performance metrics 
• Leverage behavioral analytics (e.g., rage clicks, failed loads, drop-offs) to proactively identify gaps 
• Translate data into prioritization frameworks and drive the resolution.

Requirements

• 8–10 years of experience in Program Management in the domain of Customer Experience, e-Commerce
• BE/B.Tech/B.SC/Masters Degree
• Strong experience in leading cross-functional projects/programs in fast-paced environments 
• Deep understanding of Issue Backlog, QA processes, defect triage, and customer experience optimization 
• Hands-on experience with JIRA or similar project management tools 
• Strong analytical skills with experience in dashboarding and data-driven decision making 
• Proven ability to drive execution across multiple stakeholders and geographies 
• Experience with digital analytics tools (e.g., Quantum Metric, Adobe Analytics, GA) 
• Background in e-commerce or consumer-facing digital products
• Exposure to automation tools / workflow optimization 
• Experience managing global or multi-market programs 
• Strong ownership and leadership mindset 
• Structured thinker with high attention to detail 
• Excellent stakeholder management and communication 
• Comfortable with ambiguity and high-volume execution

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

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