Process Design, Associate Manager

Job Description

PhonePe is seeking an Associate Manager - Process Design to join their CX team. This role is based in Bangalore and focuses on optimizing the customer journey on the PhonePe platform. The ideal candidate will be passionate about improving customer experiences and possess strong analytical and stakeholder management skills.

The Associate Manager will lead a team of process design professionals and contribute to the strategic direction of the CX function. They will analyze customer journeys, design scalable solutions, and drive automation initiatives.

Responsibilities:

• Analyze customer journey to identify pain points.
• Design and implement scalable solutions to enhance customer experience.
• Identify opportunities for process automation.
• Streamline workflows and optimize operational efficiency.
• Synthesize quantitative and qualitative data to provide actionable insights.
• Collaborate with Product, Operations, Category, and internal CX teams.
• Manage and mentor a team of process design professionals.
• Drive process mapping, designing, documentation, and monitoring systems.
• Conduct root cause analysis (RCA) and implement effective solutions.

Requirements:

• Bachelor's/Master's degree from a Tier 1/2 institution.
• 5+ years of experience in process design.
• Proven experience in leading and managing teams.
• Strong analytical and problem-solving skills.
• Excellent understanding of customer journey mapping and process optimization.
• Exceptional communication and interpersonal skills.
• Experience working in a product-based startup is highly desirable.

PhonePe offers:

• Insurance Benefits
• Wellness Program
• Parental Support
• Mobility Benefits
• Retirement Benefits
• Other Benefits