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.

Work arrangement
No