About Keka
Keka is a SaaS HRMS platform, helping companies manage the entire employee lifecycle efficiently– hiring, onboarding, time & attendance, payroll, performance, and learning in one integrated system.
We have been in the market for 10+ years and currently serve around ten thousand clients in India, US and GCC.
About Keka
Keka is a SaaS HRMS platform, helping companies manage the entire employee lifecycle efficiently– hiring, onboarding, time & attendance, payroll, performance, and learning in one integrated system.
We have been in the market for 10+ years and currently serve around ten thousand clients in India, US and GCC.
About The Role
We are seeking a high-impact Program Manager – Customer Excellence to serve as a strategic partner to the Head of Customer Experience. The role will drive key transformation initiatives, executive governance, and cross-functional programs that improve customer outcomes, operational effectiveness, and business performance.
This position requires a blend of strategic thinking, structured execution, stakeholder management, and business acumen. The successful candidate will work across Customer Success, Support, Product, Sales, Marketing, and Operations teams to ensure organizational priorities are effectively planned, executed, and measured.
Strategic Program Leadership
Lead high-priority cross-functional initiatives sponsored by CX leadership.
Establish program governance, success metrics, executive reporting, and operating cadences.
Drive alignment across functions and ensure timely execution of strategic priorities.
Key Responsibilities
CX Strategy & Business Operations
- Identify risks, dependencies, and mitigation plans while maintaining accountability across stakeholders.
- Support organizational transformation initiatives that improve customer and business outcomes.
- Partner with the Head of CX on strategic planning, business reviews, and operational priorities.
- Develop executive dashboards, performance reviews, and leadership updates.
- Analyze customer, operational, and business metrics to identify opportunities for improvement.
- Coordinate initiatives aimed at enhancing customer experience, operational efficiency, and organizational effectiveness.
Customer Engagement & Advocacy
- Partner with Customer Marketing and Customer Success teams to support customer advocacy and engagement programs.
- Coordinate customer-centric initiatives including references, success stories, executive engagement programs, webinars, and events.
- Facilitate alignment across teams to ensure successful execution of customer-focused programs.
Qualifications
- Bachelor's degree in Business, Engineering, Management, Marketing, or a related field.
- 6–8 years of experience in Program Management, Customer Experience, Business Operations, Strategy, Consulting, or related functions.
- Demonstrated success leading complex cross-functional programs and driving organizational change.
- Strong analytical, problem-solving, and stakeholder management skills.
- Excellent executive communication and presentation capabilities.
- Ability to influence stakeholders and drive outcomes without direct authority.
Preferred Experience
- B2B SaaS, technology, or customer-centric organizations.
- Exposure to Customer Success, Customer Support, Customer Marketing, Revenue Operations, or Consulting environments.
Success Measures
- Successful delivery of strategic and transformational CX initiatives.
- Strong stakeholder alignment and program governance.
- Improved visibility, execution, and accountability across organizational priorities.
- Measurable impact on customer outcomes, operational efficiency, and business performance.
