Program Manager- Customer Experience

Pune, Maharashtra, India | Management | Full-time

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AgroStar is India’s foremost AgTech start-up with a mission of #HelpingFarmersWin through right advisory and solutions, powered by data and technology. It was started with a  vision to solve two of the biggest problems in Indian agriculture - Lack of guidance for healthy and sustainable farming AND limited access to quality farm inputs for consistent and qualitative farming. 

With technology at its core, we have built an innovative & sustainable ecosystem that includes products such as a customized enterprise sales solutions that maps data of farmers' crop life cycles, India's first online farmer community, online agri-advisory with online shopping for inputs and an incomparable logistics solution for last mile rural connectivity. 

We have procured and partnered with leading national and international brands for major agri-inputs like seeds, crop nutrition, crop protection and farm implements, that are needed for farming and we deliver them at the doorstep of farmers. Thus, our efforts at AgroStar are focused to become the driving force to equip our farmers with the power of knowledge to farm better and smarter, through technology and up to date expert advice.  One such solution is our AgroStar app on the Google Playstore, which is one of the most loved apps in the farmer community.

The company is funded by prominent VCs like Chiratae Venture Partners, Aavishkaar Ventures, Bertelsmann and Accel Partners. AgroStar also takes pride to have Snapdeal’s Kunal Behl and Rohit Bansal as its early investors and mentors. AgroStar is the winner of Economic Times' Best Startup Award 2016, under the 'Social Enterprise' category.

In The Media

| Fortune | Economic Times | Agribusiness Global | Yourstory | Entreprenuer 

Our Team

We are a team of highly motivated individuals, who are willing to push beyond the ceiling, initiate new ideas and take challenges head on. Apart from coffee, working in an extremely fast-paced, dynamic work culture is what we passionate souls thrive on. We ride against the tide as time is never enough and there’s always more to do.

Our mission of ‘Helping Farmers Win’ is a tall task as we try to bring change and development to the grassroots of India. We need heroes who are dedicated to the mission, live the dream and drive it with passion. If that sounds like you, here’s more about the role:

About the Role 

As a Program manager at AgroStar, you will need to :

  • Drive process improvement & transformational projects on key business problems using the DMAIC framework
  • Drive the Six Sigma culture and initiativeacross the CX function with commitment, passion and persistence
  • Generate business impact through Continual Improvement initiatives
  • You will need to have an innovative mind-set to identify improvement opportunities to optimize processes, decrease costs and increase client value
  • You would require transformation mind-set and eye for identifying automation/process improvement opportunities.
  • Harness a combination of smart processes, analytics and technology to design and deliver on business outcomes
  • Monitor dashboards and issues for early warning signalsand trends
  • Exceptional analytical skills, attention to detail and communication skills
  • DNA development through training & mentoring functional members to foster Process Excellence Culture
  • Experience in documenting Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business
  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external stakeholders.
  • Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
  • Strong experience in using Microsoft Tools - Advanced Excel, Visio, PowerPoint & Access
  • In this role you are required to identify and assess complex problems for area of responsibility
  • You will need to create solutions in situations which requires an in-depth analysis/evaluation of variable factors
  • Managing project deliverables in line with the project plan
  • Recording and managing project issues and escalating where necessary
  • Strong Project Management Skills
  • Excellent written and verbal communication skills
  • Ability to identify and implement process re-engineering projects
  • Managing project scope and change control and escalating issues where necessary
  • Proactively manage foreseen project risk, mitigating as necessary
  • Strong understanding of the call center industry and operations.
  • Ability to work in dynamic, fast-paced environment.
  • Understanding and ability to use statistical process analysis. 

 

Job Requirements:

  • Experience  : 8 to 12 years of relevant work experience, preferably in Customer Service / CX domain, prior experience working in process/ business excellence role in a BPO would be an added advantage. Minimum 4 – 5 years of core process/ business excellence experience is a MUST!
  • Qualification  : Graduate in any stream, however engineering from a reputed institute will be an added advantage, MBA is not compulsory but would be an added advantage and preferred
  • Certifications : Lean Six Sigma Green belt certification is a MUST! Black belt will be an added advantage
  • Process Excellence : Must have successfully completed multiple process/ business excellence projects around cost savings, CSAT / CX / NPS improvement and other business metrics.
  • Technology Savvy  : He/ She should be an extremely technological savvy person and must have the pulse and understanding of the new age and futuristic technologies other companies are working / deploying to improve customer experience, CSAT and NPS. He should be able to run multiple pilot programs using new age technology tools which will help AgroStar create a competitive advantage.

We are looking for enthusiastic intrapreneurs who want to work at the ‘grass root’ level and want to make a difference to India’s biggest sector. We hope this excites you as much as us and looking forward to the next few conversations.