Program Manager-Process Excellence(Last Mile Operations)

Job Description:

Program Manager Process Excellence & Training

Company: HomeLane

Role: Program Manager Process Excellence & Training

Department: Delivery Operations

Location: Bangalore

Role Overview

As the Program Manager for Process Excellence & Training, you will be the architect of

operational efficiency within HomeLanes Delivery wing. Your mission is twofold: to design

lean, scalable processes that minimize errors in the interior fit-out journey and to ensure

our frontline teams (Project Managers, Installation Partners, and Vendors) are expertly

trained to execute these processes flawlessly.

You will sit at the intersection of strategy and execution, driving continuous improvement

initiatives that directly impact Net Promoter Score (NPS) and project turnaround time

(TAT).

Key Responsibilities

1. Process Excellence & Quality Assurance

Gap Analysis: Audit end-to-end delivery workflowsfrom factory dispatch to site

handoverto identify bottlenecks and quality leakages.

Lean Implementation: Design and implement Standard Operating Procedures

(SOPs) using Lean or Six Sigma methodologies to reduce rework and wastage.

Performance Metrics: Define and monitor North Star metrics such as First Time

Right (FTR), Delivery TAT, and Installation Quality Scores.

Root Cause Analysis (RCA): Lead deep-dive sessions on customer escalations to

prevent recurrence through systemic process changes.

2. Training & Capability Building

Curriculum Design: Develop comprehensive training modules covering technical

installation standards, soft skills for customer management, and HomeLanes

internal tech tools.

Delivery & Governance: Execute "Train the Trainer" programs and manage the

onboarding/certification of new delivery partners.

Knowledge Management: Maintain a centralized repository of SOPs, video

tutorials, and best-practice guides.

3. Stakeholder & Project Management

Collaborate with the Design, Supply Chain, and Product teams to ensure process

alignment across the value chain.

Drive the adoption of new digital tools or features within the delivery ecosystem.

Desired Candidate Profile

Skills & Competencies:

Analytical Rigor: Ability to turn complex data into actionable process

improvements.

Empathy: Understanding the challenges of ground-level installation crews to build

realistic training programs.

Agility: Comfortable working in a fast-paced, high-growth startup environment

where "done is better than perfect."

Why Join HomeLane?

Impact: Your work directly shapes the home-buying experience for thousands of

families.

Growth: HomeLane is a leader in the tech-enabled home interior space, offering a

steep learning curve.

Culture: A collaborative, transparent, and data-driven work environment.

Feature Requirement

Education Bachelors degree in Civil/ Mechanical Engineering, Operations, or

Management (MBA is not mandatory).

Experience 58 years in Operations, Process Excellence, or Training (preferably

in E-commerce, Logistics, or Home Interiors).

Certifications Six Sigma (Green/Black Belt) or PMP certification is a strong plus.

Tech Stack Proficiency in Excel/Google Sheets, Project Management tools, and

Data Visualization.