Program Governance Manager – Customer Experience
PuneFull-time8–14 yrsPosted over a month ago
Leadership customer support role at Fa Ewdg Saasfaprod1 in Pune. Needs 8+ years.
About the role
The Program Governance Manager – Customer Experience is a relationship and governance role, not a target-carrying operations role. You own the mechanism that makes the partnership work: the reporting, cadence, coordination, and health of the relationship. The delivery targets themselves (service levels, quality and cost) sit with the operational leaders.
What you'll do
- Act as the single point of contact for Cyncly's outsourcing partner across operational, reporting and relationship matters
- Build and run the governance rhythm, including performance reporting, review meetings, quarterly business reviews, agendas, minutes, and action tracking
- Produce clear, accurate performance reporting and maintain one consistent view of how the partnership is performing
- Route and coordinate escalations to the right owners and drive them through to resolution
- Coordinate capacity, workforce planning, and forecasting between partner and internal teams
What you need
- Customer service
- Zendesk
- Escalation handling
- Communication