Associate Manager, Automation and Platforms Team, Merchant Experience

JOB DESCRIPTION
JD - Associate Manager, Merchant Experience Automation
The merchant experience automation team aims to create a smooth and automated support system for all merchants, ensuring they receive top-notch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities, develop predictive models to detect potential issues in a merchant's journey, and establish preventative measures.
Responsibilities
Own the development and management of PhonePe’s automated support channels for merchant experience
Build deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiences
Identify, scope and implement measurements and control variables for our merchant support products - automated lending support, helpdesk, PG merchant support
Introduce automated solutions to improve support metrics and business process efficiency

Create and manage SOPs of platform management ensuring compliance and security of platforms

Lead the team by example - plan the projects, assign tasks to the team, self-execute tasks to lead from the front
Manage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience
Basic Requirements
Engineering graduate with 4+ years of experience in a technical domain related to customer experience, knowledge of SQL

Prior experience of people management

Prior experience in CX or automation and experience robotic process automation

Ability to deal with ambiguity and create processes to streamline information and knowledge dissipation
Ability to manage influence through persuasion, negotiation, and consensus building
Demonstrated desire for continuous learning and improvement
Good to have!
MBA and/or previous experience of digital payments landscape is a plus  
2+ years of total experience in Program/Product management roles
Analytical, Inquisitive and process-oriented mindset