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.