Program Manager – Backend Operations

ROLE PURPOSE

Own process compliance and continuous improvement across the store network by identifying gaps, improving SOP adherence, driving corrective actions, and leveraging AI-based automation to improve operational efficiency.

KEY RESPONSIBILITIES

• Identify process gaps and design/roll out standardized SOPs and process controls.
• Monitor SLA adherence, TATs, and escalations across stores.
• Build and maintain compliance dashboards and performance trackers.
• Drive Corrective Action Plans (CAPAs) for underperforming stores through closure.
• Analyze recurring process deviations and implement root-cause-based solutions.
• Identify and implement AI-based automation opportunities to reduce manual effort, improve compliance, and enhance operational efficiency.
• Leverage AI, analytics, and automation for proactive monitoring, anomaly detection, process audits, and early identification of store-level issues.
• Partner with technology teams to pilot, deploy, and scale AI-led process improvements across the store network.
• Partner with AOMs, ZMs, and Circle Heads to drive execution and adoption.
• Develop training material and track SOP training/adoption.

KEY KPIS

• SLA adherence
• Escalation/TAT compliance
• SOP adoption & compliance
• CAPA closure rate
• Reduction in process deviations
• Training/adoption completion
• AI/automation initiatives implemented and impact

QUALIFICATIONS

• Bachelor's degree with 4+ years experience in retail operations, process improvement, program management, or related operations.
• Strong knowledge of SOPs, compliance, SLA management, and root-cause analysis.
• Proficiency in Excel/Google Sheets; Power BI experience is a plus.
• Strong analytical, problem-solving, stakeholder-management skills, and interest in AI/automation.