About the role
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