AddressTitle: Program Manager, Customer Support
Report to: Associate Director, Support General
Department: Customer Experience Control
Location: Full Time from Gurgaon
About noon
noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.
noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.
At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you - you will enjoy this incredible journey with us!
Job Description
Who are we?
At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright, and driven people who love the hustle. If you'd like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history.
What are we looking for?
This role will be part of the Customer Experience function where the candidate should have a customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
What will the role look like?
You will:
- Innovate on behalf of our customers and build new methodologies and products, improving processes to continuously improve services within the Supply chain.
- Focus and lead the CS issues pertaining to all touch points from order to delivery, delivery to Return leg which includes stakeholders such as WH, Logistics, AFS (after sales team), Risk, tech and Refunds team.
- Analyzes CS operations and provides recommendations on ways to improve productivity and customer satisfaction levels.
- Study various data sets such as customer satisfaction reports, complaint logs, chronic issues of supply chain etc and develop strategies, and techniques to enhance CS team's effectiveness
- Create data visualizations / interactive dashboards for Customer Support covering all businesses.
- Excellent data-driven and analytical approach needed to derive business insights. Should be well versed in SQL, advance excel and ability to create dashboards.
- Collaborating with Operations, business team, Customer Service, Tech Teams to implement derived recommendations.
- Quantitative & Qualitative analysis, Reporting at the Business level
- Communicating key areas of improvement in the customer experience journey with respect to the process or project initiatives.
- Lead a team of 50+ agents on ground
Overall, the role demands an excellent problem solver who can understand gaps in process, derive insights from data (strong data analytics) and can lead Ops team as well as collaborate with stakeholders to drive initiatives end to end.
Attributes to succeed in the role
Skills experiences and behaviors required
- 8+ working experience in Supply chain / CS. E-commerce background preferred.
- Proficient in SQL, advance excel, power point, and create business dashboards.
- Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously.
- Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams. Good Communication & Organizational skills.
- Handled large team size in past (50+)
Who will excel?
We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.
Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work.
Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.
Is this you?
