Program Manager

Key Responsibilities:

•Own and drive customer experience programs across all customer touchpoints to improve satisfaction, retention, and loyalty.

• Analyze customer feedback, NPS, CSAT, complaints, and service metrics to identify

• Lead cross-functional initiatives with Operations, Clinics, Product, and Support teams to enhance the customer journey.

• Design, implement, and monitor CX processes, SOPs, and quality standards.

• Track key customer experience KPIs and drive continuous improvement programs.

• Manage customer escalations, conduct root cause analysis, and ensure timely resolution of

• Build dashboards, reports, and insights to support data-driven decision-making.

What we're looking for:

• 2-4 years of experience in Customer Experience, Program Management, Operations, or Business Excellence roles.

• Strong analytical, stakeholder management, and problem-solving skills.

• Experience working with customer feedback systems, service quality, and process improvement initiatives.

• Proficiency in Excel, reporting, and data analysis tools.

• Excellent communication and project management capabilities.

• Highly execution-oriented and comfortable working in a fast-paced startup environment.