Program Manager

About Wishlink

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.

Team and Investors

Wishlink was founded by 3 friends from college, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series A round of $7M, led by Fundamentum & Elevation Capital.

Why Join Us?

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 4 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Stellar Team

Wishlink is all about its people. Our team is young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!

Growth Opportunity

We have grown remarkably in the last 3 years and are doing a monthly GMV of over Rs. 400cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

Wishlink is looking for a Program Manager to build and scale the Creator Support and Experience function. This role will focus on designing robust processes, improving systems, and working closely with Product and Engineering to deliver a scalable and high-quality creator experience.

The role will initially own Creator Support operations and gradually expand to lead the end-to-end Creator Experience charter at Wishlink. This is a builder role suited for someone who can translate operational pain points into process, product, and tooling improvements.

Key Responsibilities

1. Support Operations & Process Design

• Own end-to-end creator support workflows across all channels, including chat, email, and priority support.
• Design and maintain SOPs, escalation mechanisms, quality frameworks, and service-level definitions.
• Define and track key support metrics such as response times, resolution rates, backlog health, repeat issues, and creator satisfaction.
• Identify operational bottlenecks and drive continuous improvement through better process design.

2. Automation & AI-Led Enablement

• Lead the adoption of automation and AI-enabled solutions to improve support efficiency and scalability.
• Implement intelligent self-serve flows, automated routing, and agent-assist tools to reduce manual effort.
• Use AI-driven tools to improve response accuracy, consistency, and turnaround times for creators.
• Evaluate and onboard relevant customer support technologies as the function evolves.

3. Product & Engineering Collaboration (Critical)

• Act as the primary interface between Creator Support and Product/Engineering teams.
• Analyse recurring creator issues and translate them into clear problem statements, requirements, and inputs for product roadmaps.
• Partner with Product to design creator-facing features and in-product experiences that reduce support dependency.
• Collaborate with Engineering to prioritise fixes, improvements, and platform-level solutions based on support insights.

4. Internal Tools & Support Enablement

• Own and improve internal tools used by the support team to drive efficiency and quality.
• Work with Product and Engineering to design or enhance dashboards, workflows, and internal systems for case management, reporting, and decision-making.
• Identify opportunities to reduce manual work through better tooling and system integrations.
• Ensure tools scale effectively as support volume and complexity increase.

5. Team & Capacity Management

• Manage and develop the Creator Support team with a focus on performance, quality, and productivity.
• Plan staffing, schedules, and capacity to meet business requirements across support channels.
• Establish structured onboarding, training, and feedback mechanisms.

6. Creator Experience Ownership & Scale

• Use support data and creator feedback to continuously improve the overall creator experience.
• Expand ownership into proactive communication, creator education, and lifecycle experience improvements.
• Over time, take on responsibility for defining and leading the Creator Experience strategy at Wishlink.

What Were Looking For

Core Requirements

• 24 years of experience in program management, operations, customer experience, or support operations roles.
• Strong experience building and scaling processes in fast-paced product or platform environments.
• Proven ability to work cross-functionally with Product and Engineering teams.
• Experience working with customer support tools and operational dashboards.
• Structured, data-driven approach to problem-solving.

Preferred Qualifications

• Experience in creator platforms, marketplaces, fintech, or consumer internet companies.
• Hands-on exposure to automation, AI-enabled workflows, or internal tooling.
• Comfort working with analytics, reporting, and operational metrics.

Perks and Benefits

We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.

• Competitive Salary, Generous ESOPs, and Relocation Bonus
• Learning & Development Programs with a Dedicated Budget
• Company sponsored newsletters and books
• ChatGPT Subscription
• Regular Team Outings
• Discounted Health Plans & Gym Memberships
• Industry insights on growing your social media if you are a (aspiring) creator

Experience Wishlink

Explore our Creator App: iOS | Android

Explore our Shopping App: iOS | Android

Team

Shaurya Gupta - Founder & CEO

Divyansh Ameta - Founder & COO

Chandan Yadav - Founder & CTO

Revenue Team

Deep Anmol Singh Sodhi - Head of Revenue

Ajay Bhadauria- Program Manager

Abhay Agarwal - Sr. Program Manager

Vibhav Gupta - Program Manager