Senior Program Manager - Customer Experience

About Blitz

Blitz is a quick commerce and same-day delivery enabler for eCommerce brands across Fashion, Beauty & Personal Care, Healthcare, and other high-growth categories. Delivery is the last thing a customer remembers about a brand, so we treat it as part of the customer experience, not just logistics.

About the Role

We are looking for a Sr. Program Manager -Customer Experience to own the customer experience across the delivery lifecycle, for the end consumer first and the brand second, along with the customer support function. Two numbers define this role: First Response Time and Closure %. You will sit between Customer Experience, Operations, Product, Technology and Data, find recurring pain points, get to the root cause, and build programs that fix them for good.

Key Responsibilities :-

1.Customer Experience

• Own the CX metrics across the order-to-doorstep journey: first-attempt success, on-time delivery, complaints per 1,000 orders, failed and fake attempts, lost or damaged shipments, resolution TAT.
• Run RCA on every major customer issue and brand escalation within 24 hours; turn recurring defects into structured programs so the same issue does not come back.

2.Customer Support

• Own the support team: staffing, scripts, quality, cost per contact, First Response Time and Closure %.
• Own the escalation path end to end, from support executive to city and central ops, with a named owner and a closure at every step. Day one basics: every ticket answered fast, every ticket closed.

3.Programs & Cross-functional Execution

• Own programs end-to-end: scope, metrics, milestones, pilots, scale-up. Close a program only when the metric has recovered and stayed recovered, not when the action item is ticked.
• Write clear product requirements for Product and Technology where a system fix is needed: proof of delivery, attempt validation, escalation routing, customer communication triggers.
• Work with Operations, Product, Technology, Data/BI, Account Management and logistics partners & create influence .
• Report progress, risks and impact to senior stakeholders through structured reviews. Data & Process
• Use data to find trends, size pain points in volume and rupees, prioritize, and measure impact. Build the dashboards to track it.
• Design SOPs and process improvements. Cut manual work in support and ops; where a rule or a bot can do the job, get it built.

4.Data & Process

• Use data to find trends, size pain points in volume and rupees, prioritize, and measure impact. Build the dashboards to track it.
• Design SOPs and process improvements. Cut manual work in support and ops; where a rule or a bot can do the job, get it built.

What We’re Looking For -

• 3+ years of experience in Customer Experience, Support Operations, Program Management or Strategy & Operations; e-commerce, logistics, quick commerce or consumer internet preferred.
• Has run or built a customer support or CX team, and can show a recurring customer problem taken from complaint data to root cause to a shipped fix. •Customer-obsessed: reads complaints, calls customers, and is not comfortable when a problem repeats.
• Strong analytical and structured problem solving; Excel/Google Sheets required, SQL or Metabase a strong plus.
• Strong stakeholder management and communication; ownership, bias for action, comfortable with ambiguity.
• MBA / B.Tech / equivalent degree from a reputed institution preferred.