We are Looking Project Management AM or DM with Overall experience 4-6 years with an experience in Product / Project management in Customer Experience and Design Ecommerce industry
Location: Gurgaon
About Company:
Make My Trip
Role: Project Management
Level: RL3/RL4
Reporting To: Director - Customer Experience
Candidate can be either of these roles: Assistant Manager / Deputy Manager - Customer Support & Fulfilment
About the Function
The Customer Experience Team focuses on improving the customer contact age nd as like Customer Satisfaction, Decreasing Customer Efforts and driving Identified Projects, which will enhance customer experience.
About the Role
- You will be working in a fast-paced environment where everyday brings unique challenges and opportunities.
- The role focuses on managing project and timelines to deliver operational excellence as well customer experience.
What will you be doing
- As the role holder, your primary focus is to set up the Project Management team for the Customer Contact group
- Manage diverse projects in a fast paced work environment by interacting with various internal stakeholders including variouslines of business(LOB’s)
- Develop Project plan, monitor Project schedules and manage effective delivery of high impact features
- Identify system and process improvement opportunities which will directly influence the customer experience
Crosspollinationbetweenplatforms:BOT, Self Help and IVR Data Analytics:
- - Drive analytics for feed to the entire unit
- - Peeling,consumption & executionon feeds from various customer VOC’s Drive efficiency from LOB’s
IVR:
- - Drive synergies for seamless implementation of new processes
- - Contextual Self Help menu on IVR / SmartIVR
- - Capturing VOC & further using it to drive efficiencies
- - IVR framework
Agent empowerment tool
- - Project management of “MyDesk” tool
- - MyDesk –GenNext with integrated flows across both brands
- - Integrated toolfor allsupportfunctions
- Explore opportunities around process automation
What are you required to bring to the team
- Understanding of Tech and Product platforms and business models Understandingof endtoendofProjectmanagement&Productlifecycle
- Understanding of consumer mindset & behaviour besides having goodsense of online business and related technology levers
- Strategic thinking and overall business know how with an eye for detail and for execution
- Experience inmanagingmid-large teams(direct&indirect) andmultiple stakeholders
Requirements:
- Ctc 17 - 26 Lakh
- B.Tech from reputed institute like IIT, NIT, DCE, NSIT, Bits Pilani or MBA from IIMs, FMS, SP Jain, MDI, ISB, etc
- Overall experience 4-6 years with an experience in Product / Project management
- preferably in an online business
- Experience in Customer Experience and Design Ecommerce industry
- Max - 26L at DM Level (90:10); Max - 20L at AM (All fixed
- Candidates From Ecommerce Companies Like: Zomato, Swiggy, Uber, Expedia, Booking.com, Ola, Amazon, Flipkart or Similar
