Program Manager

Customer Experience - Program Manager

Location: Bengaluru/ Shilpitha Tech Park, Bellandur (Work from office role)

Experience: 1-3 years

Industry: Fintech (Mandatory)

About Super.Money and the role

Super.Money has rapidly become a top-five UPI app by focusing on speed, simplicity, and a rewarding user experience. Launched in mid-2024 and backed by Flipkart, the platform achieved 3000M+ monthly transactions and 10M+ users. We continue to expand into new categories with the integration of credit and commerce to create a robust fintech play.

About the Role:

As a Program Manager Customer Experience

Key Responsibilities

• Program Strategy: Own and drive the CPT reduction program end-to-end (problem identification to sizing & resolution).
• Journey Orchestration: Diagnose friction across customer journeys and improve in-app workflows, bot flows, and communication layers.
• Product Liaison: Act as the CX representative in Product/Tech discussionsprioritize issues using data-backed impact sizing.
• Sentiment Analysis: Monitor and synthesize customer sentiment (Play Store, chat, social) to identify emerging problem clusters.
• Incident Management: Lead incident tracking and resolution loops, ensuring bugs and outages are closed with speed and accountability. Build scalable solves to automate them

This role is ideal for someone with customer obsessiveness, strong problem-solving ability, operational discipline, and a passion for creating scalable CX solutions in fast-paced environments.

Must have:

• 13 years experience with at least 1 year in fintech, in a CX, Product Operations, or Program Management role.

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• Demonstrated ability to translate customer pain into product/actionable insights (not just reporting).
• Strong analytical capabilitycomfortable working with metrics like CPT, conversion, drop-offs, ticket drivers.
• Proven experience influencing Product/Engineering teams without authority.

Good to have

• Project management certification (Agile, PMP, Prince2) is a plus.
• Experience using tools like Freshdesk, Jira, Excel, or reporting dashboards.
• Skilled at CRM/product automation workflows and CS tools.

Why work with us

• Direct ownership of primary customer experience metric (CPT)
• Work at the intersection of Product, Tech, and Customer Operations.
• Opportunity to shape CX at scale, not just operate within it.
• High visibility role with direct exposure to leadership and product decision-making.

this role is for you.