Program Manager, Value Added Services

Job description

Value Added Services, India: The vision for Value Added Services (VAS) is to transform how India buys products online by offering them services that actually are required to completely add value to the bought product. VAS was launched in Mar 2017 with appliance installation workstream and mobile after-sales support for devices that were bought on Amazon. Today, we are focused on building a 5-star rated service at scale across multiple service categories and cities. We aim to do this by leveraging skilled experts to support customers across product life-cycle to: (a) Make a new purchase decision [Pre-Purchase Service], (b) Get started with a newly bought product [Ready to Use Services], (c) Solve issues with a newly purchased product [Return Services], (d) Get continuous support during the life of the product [Repair Services Extended Warranties], (e) Extract maximum end-of-life values of a used product [Exchange Services]. As a Program Manager, you will have to own end-to-end responsibility of managing, building and enhancing customer experience through our current service network. The role will require you to run daily fulfilment with a long-term vision of improving the service quality and customer experience besides ensuring frugality. The role will require close partnership with a…