Program Manager

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

• 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 impactmeasurement
• 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
• 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
• 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
• 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 Qualifications48 years of experience in Program Management / Operations / Customer ExperienceStrong understanding of customer support ecosystems (BPOs, CRM tools, ticketing systems)Proven ability to drive cross-functional programs at scaleStrong analytical mindset with hands-on experience in dashboards metrics