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 were 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.

Program Manager