Associate Manager - Projects

Role Name: Associate Manager Projects – Customer Happiness

Grade Applicable: G2B, G2C

Reporting To: Manager, Senior Manager

Experience:

5-7 years

Position Description: As a Team Manager – Customer Happiness, you will lead and manage customer service operations, ensuring smooth workflow, compliance, and high-quality service delivery. The role involves team leadership, performance monitoring, process improvement, and strategic support to achieve business objectives.

• Role Objective

The Assistant Manager – Projects will be responsible for supporting and driving key Customer Happiness initiatives related to automation, AI adoption, process improvement, service efficiency, customer experience, and operational governance. The role will involve project tracking, stakeholder coordination, MIS reporting, performance monitoring, and ensuring timely execution of agreed action items.

• Key Responsibilities

o Project Management & Governance

• Track ongoing and upcoming projects across Customer Happiness.
• Maintain project plans, action trackers, timelines, owners, and status updates.
• Coordinate periodic project reviews with internal and cross-functional stakeholders.
• Highlight delays, risks, dependencies, and support timely closure.

o Automation & Process Improvement

• Support initiatives related to AI, RPA, self-service, workflow automation, and digital adoption.
• Track adoption, utilization, and performance impact of automation projects.
• Identify process gaps and work with teams to improve efficiency and customer experience.

o MIS, Reporting & Dashboarding

• Prepare daily, weekly, monthly, and leadership-level project updates.
• Track project KPIs such as adoption rate, AHT/APT reduction, repeat reduction, reopen reduction, productivity improvement, and cost impact.
• Coordinate with Analytics/MIS teams for data availability, dashboard fixes, and reporting accuracy.

o Stakeholder Management

• Work closely with Operations, Quality, Tech, Analytics, Product, Training, and Business teams.
• Follow up on pending action items and ensure timely execution.
• Prepare structured updates for senior leadership reviews.

o RCA & Performance Analysis

• Analyze project performance, process gaps, and customer journey issues.
• Support RCA for misses, delays, low adoption, quality gaps, repeat contacts, reopen cases, and customer escalations.
• Recommend actionable improvements based on data trends.

o Documentation & SOP Management

• Maintain project documentation, SOPs, process notes, and change logs.
• Ensure project-related updates are documented and communicated to relevant teams.
• Support rollout of new processes and adoption plans.

ORequired Skills

• Strong project management and coordination skills.
• Good understanding of customer service operations and process improvement.
• Strong analytical and problem-solving ability.
• Hands-on experience with MIS, dashboards, Excel, PowerPoint, and reporting.
• Ability to work with cross-functional teams.
• Strong written and verbal communication skills.
• Good follow-up discipline and ownership mindset.
• Preferred Experience

o4 to 6 years of experience in customer service operations, projects, process excellence, quality, analytics, or transformation roles.

oExperience in insurance, fintech, BPO, contact center, or service operations will be preferred.

oExposure to automation, AI, digital self-service, workflow tools, or process improvement initiatives will be an added advantage.

• Key Success Metrics

oTimely completion of project milestones.

oAccuracy and timeliness of project reporting.

oImprovement in adoption of automation or digital initiatives.

oReduction in operational inefficiencies such as repeat contacts, reopens, AHT/APT, or manual effort.

oClosure of action items within agreed timelines.

Quality of stakeholder coordination and leadership updates.

What You Bring to Digit: You bring leadership, strategic thinking, and a customer-first mindset. You ensure that Digit’s customer service operations run efficiently, meet compliance standards, and deliver exceptional experiences.