Program Manager

Title: Role – Program Manager (MHD) 
We are looking for a high-ownership Program Manager to drive end-to-end excellence for the 
Merchant Helpdesk. This role will be responsible for improving merchant experience, optimizing 
support operations, and driving cross-functional programs to enhance resolution efficiency, 
quality, and scalability. 

Key Responsibilities 
1. Program Ownership & Execution 
Own merchant helpdesk programs across voice, non-voice, and digital channels (WhatsApp, 
chatbot, etc.) 
Drive key initiatives to improve FCR (First Contact Resolution), TAT, MSAT 
Manage end-to-end lifecycle: problem identification → solution design → execution → impact 
measurement 
2. Process Excellence & Optimization 
Identify gaps in support workflows and implement scalable process improvements 
Standardize SOPs, knowledge base, and escalation matrices 
Drive automation and self-serve journeys to reduce ticket inflow 
3. Stakeholder Management 
Collaborate with Product, Tech, Business, Risk, and Field teams to resolve merchant issues 
Act as a bridge between frontline operations and backend teams 
Drive governance cadence with leadership via dashboards and reviews 
4. Data & Analytics 
Build and track KPIs: ticket volumes, resolution time, backlog, quality scores 
Derive actionable insights from data to improve efficiency and merchant experience 
Own reporting frameworks and program dashboards 
5. Vendor & Team Management 
Manage BPO/vendor performance against SLAs and KPIs 
Drive training, quality calibration, and productivity improvements 
Ensure adherence to compliance and audit requirements 
Desired Skills and Qualifications 
4–8 years of experience in Program Management / Operations / Customer Experience 
Strong understanding of customer support ecosystems (BPOs, CRM tools, ticketing systems) 
Proven ability to drive cross-functional programs at scale 
Strong analytical mindset with hands-on experience in dashboards & metrics