Wishlink·5 days ago
5 days ago
Associate Program Manager - Customer Experience
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What you'll do
- Platform CX (Service & Journey)- own and improve the end-to-end experience across critical creator journeys - creator payouts, social login, and brand reconciliation, etc. Identify friction points in these flows and work with product/tech to resolve them.
- Own Creator NPS, Trust & Effort- run structured programs to gather creator insights (through quarterly NPS/Creator Pulse, 1:1 interviews, etc), and use these to identify gaps. Break these down into individual, ownable problem statements and drive them to resolution.
- Product Enhancements (Support-Led)- mine support tickets and escalations for recurring/systemic issues and convert them into product enhancement requests - closing the loop between "what support hears" and "what product builds"
- Alerts & Monitoring- work closely with tech and product to set up proactive alerting across the platform - for issues like sign-up drop-offs, engagement dips, and cohort-level behavioral shifts - so problems are caught early rather than reactively.
What they're looking for
- Bachelor's degree from a Tier-1 college/ prior experience at a Tier-1 consumer tech company
- Prior experience as a generalist / founder's office/ strategy ops/ program manager/ product analytics role at a startup - someone who has owned individual problem statements and worked on 0→ 1 or 1→ 10 initiatives
- Strong data orientation and structured problem-solving - must be comfortable moving from raw data to insight to action independently (must have)
- Strong cross-functional operator - comfortable working across product, tech, business, and support teams to get things done (must have)
Nice to have
- Familiarity with app usage metrics, product analytics tooling, and mapping customer journeys (good to have)
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Associate Program Manager- Customer Experience
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 B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and 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 3 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 4 years and are doing a monthly GMV of over Rs. 300cr. 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.
About the role:
We're looking for an Associate Program Manager - Customer Experience to own the CX charter for our creator platform. This role is for someone who thrives on picking up ambiguous problem statements, going deep into data and user feedback, and driving them to closure - across product, tech, and support.
You'll sit at the intersection of platform experience, creator sentiment (NPS/trust), and support-led product improvements, and you'll be the one setting up the early-warning systems (alerts) that help the org catch problems before they escalate.
What would you be doing?
- Platform CX (Service & Journey)- own and improve the end-to-end experience across critical creator journeys - creator payouts, social login, and brand reconciliation, etc. Identify friction points in these flows and work with product/tech to resolve them.
- Own Creator NPS, Trust & Effort- run structured programs to gather creator insights (through quarterly NPS/Creator Pulse, 1:1 interviews, etc), and use these to identify gaps. Break these down into individual, ownable problem statements and drive them to resolution.
- Product Enhancements (Support-Led)- mine support tickets and escalations for recurring/systemic issues and convert them into product enhancement requests - closing the loop between "what support hears" and "what product builds”
- Alerts & Monitoring- work closely with tech and product to set up proactive alerting across the platform - for issues like sign-up drop-offs, engagement dips, and cohort-level behavioral shifts - so problems are caught early rather than reactively.
What are we looking for?
- Bachelor's degree from a Tier-1 college/ prior experience at a Tier-1 consumer tech company
- Prior experience as a generalist / founder's office/ strategy ops/ program manager/ product analytics role at a startup - someone who has owned individual problem statements and worked on 0→ 1 or 1→ 10 initiatives
- Strong data orientation and structured problem-solving - must be comfortable moving from raw data to insight to action independently (must have)
- Strong cross-functional operator - comfortable working across product, tech, business, and support teams to get things done (must have)
- Familiarity with app usage metrics, product analytics tooling, and mapping customer journeys (good to have)
Interview Process
- R0- detailed screening call by HR
- R1- Data interpretation & problem-solving
- R2- Problem-solving (deeper dive)
- R3- Cross-functional and culture fit
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
- AI tools Subscription
- Regular Team Outings
- Discounted Health Plans & Gym Memberships
- Industry insights on growing your social media if you are a (aspiring) creator
Experience Wishlink
LinkedIn Page: Wishlink
Team
Shaurya Gupta - Founder & CEO
Divyansh Ameta - Founder & COO
Chandan Yadav - Founder & CTO
Priyanka Khera - Program Manager- CX
Company
Wishlink
Delhi NCR, India
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