Associate – Program Management

• Facilitate effective communication between customers and internal cross-functional teams to manage and resolve project escalations promptly.
• Monitor the complete project lifecycle to detect potential delays, coordinate necessary actions across departments, and ensure issues are escalated with full context to the DGM when required.
• Oversee the tracking of customer journeys, proactively identifying execution dependencies and driving cross-team collaboration to clear obstacles.
• Maintain a dynamic tracker for bottlenecks, ensuring clear ownership, status updates, and defined resolution timelines are always current.
• Analyze recurring friction points within the customer journey to propose and implement data-backed process enhancements.
• Assist senior leadership in developing management reports and review presentations that offer actionable strategic insights.
• Standardize communication protocols regarding project and order status to ensure all stakeholders remain informed and aligned.
• Lead initiatives to reduce cycle times and improve customer satisfaction scores through process standardization.
• Create and maintain Standard Operating Procedures (SOPs) for critical handoff points between the Sales and Operations functions.

Requirements

Education & Experience:

• Bachelor’s degree in Commerce, Engineering, Business Administration, or a related field.
• 1–3 years of experience in Sales Operations, MIS, Business Operations, or Project Coordination.
• Prior experience working alongside field sales or operations teams is a strong advantage.

Technical Skills:

• Strong Excel proficiency, including PivotTables, VLOOKUP/XLOOKUP, conditional formatting, and data analysis.
• Basic to intermediate experience with Power BI or Tableau for dashboard creation.
• Familiarity with CRM tools such as Zoho or Salesforce is an advantage.