Program Manager - CX

About Ownly

At OWNLY (Backed by Rapido) we’re on a mission to make food delivery simple, fair, and exactly what you ordered and nothing extra. Our team is built of problem-solvers, innovators, and doers, all working to make OWNLY the most trusted way to get your food without hidden charges or inflated prices and we’re just getting started. We connect customers to their favourite restaurants through our reliable delivery network, while helping restaurant partners keep more of what they earn. As we grow, our focus remains the same: fair pricing, honest service, and a platform that respects everyone involved in the journey from kitchen to doorstep.

Role Overview

We are seeking a data-driven, strategic Program Manager to lead our Customer Support Strategy & Operations. In this role, you will own the end-to-end performance of our support ecosystem across live agent teams, vendor partners (BPO/COE), and self-service channels.

You will be directly responsible for critical business KPIs—including CSAT, operational cost reduction, SLA compliance, and agent productivity—while acting as the key bridge between Support Operations, Product, Engineering, and Risk teams to eliminate upstream product defects and scale efficient operations.

Key Responsibilities:

1. Support Strategy, Cost & Efficiency Ownership

• Own the long-term support strategy and daily operational performance across omni-channel support queues (Chat, Phone, Email, In-App).
• Drive cost optimization and efficiency initiatives, balancing operating expenditures (OpEx) with high-quality user experiences.
• Optimize operational metrics including SLA compliance, Tickets Per Hour (TPH), Automation Triage Rates, and Agent Occupancy.
• Identify recurring product friction points using Voice-of-Customer (VoC) feedback to write business requirements (BRDs) that drive upstream product fixes and reduce support ticket volume.

2. Vendor Management & PMO Governance

• Establish rigorous PMO governance across internal operating units and external BPO/vendor partner sites.
• Standardize Standard Operating Procedures (SOPs), dispute resolution protocols, and escalation rules across multi-site teams to ensure consistent audit scores and support quality.
• Conduct regular operational reviews with vendor leadership to hold teams accountable for agent performance, training compliance, and quality assurance.

3. Go-To-Market (GTM) Readiness & Launch Operations

• Serve as the operational lead for new product feature launches, ensuring support readiness, agent training, and escalation workflows are established before going live.
• Manage live-support journeys and multi-stage support handling models for high-priority or high-friction user segments.
• Oversee support channel experiments and campaigns to measure user retention, sentiment, and cost-per-contact impact.

4. Risk, Fraud & Financial Governance

• Partner with Policy, Risk, and Fraud teams to build detection workflows, minimizing financial leakage from refunds, adjustments, and system abuse.
• Monitor support variance and real-time operational anomalies to accelerate engineering triage during critical payment or product failures.

5. Technology & Automation Readiness (Secondary Focus)

• Collaborate with Product and Engineering teams to integrate self-service workflows, routing rules, and digital tools into frontline support queues.
• Maintain data quality standards, evaluation playbooks, and content accuracy for automated tools to ensure smooth handoffs between automated layers and live human agents.

Qualifications & Requirements:

• Experience: 4 to 8 years of experience in Program Management, Strategy & Operations, or Customer Experience within high-volume consumer tech or internet platforms.
• Proven Track Record: Demonstrated experience driving large-scale operational turnarounds, vendor site management (BPO), and cost-reduction initiatives without sacrificing user satisfaction.
• Analytical Capability: Strong quantitative background with the ability to analyze operational data, run financial variance models, and map customer support signals to core business metrics.
• Cross-Functional Leadership: Ability to align cross-functional stakeholders across Product, Engineering, Legal, Policy, and Vendor Management to execute complex projects.
• Education: Bachelor’s degree in Engineering, Business, or a quantitative field; MBA from a top-tier institution preferred.