Program Governance Manager – Customer Experience

Job Title: Program Governance Manager Customer Experience
Location: Pune India (Hybrid)
Permanent - Full Time

About Us:

Cyncly is a global technology powerhouse with 2400 employees and 70000 customers across 100 countries. Cyncly transforms the way customizable products and spaces are imagined designed sold managed and made. Our end-to-end software solutions connect professional designers retailers and manufacturers to the worlds largest repository of product content. Today our business spans across the Kitchen & Bath Furniture Window Glass & Door and Flooring industries with operations in North & South America Europe Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions backed by leading growth private equity firms specialised in technology.


About The Role:

The Program Governance Manager Customer Experience is a relationship and governance role not a target-carrying operations role. You own the mechanism that makes the partnership work: the reporting cadence coordination and health of the relationship. The delivery targets themselves (service levels quality and cost) sit with the operational leaders. Your job is to make sure the partner always knows what is expected and where they stand and that Cyncly leaders always have an accurate current picture of the performance outputs of the BPO. Leaders such as our CX Domain Directors SVP CX CCO and wider executive members.

We work with a strategic outsourcing (BPO) partner to deliver customer support across multiple domains product lines and regions. This role is the single point of contact between Cyncly and that partner.

You will keep a clear consistent and trusted view of how the relationship is performing so that everyone on both sides always knows where things stand. You will stand the partnership up through transition and go-live and then run the ongoing relationship day to day.

The role is designed to expand as trust is earned: at the start you stand up the mechanism get reporting flowing establish the governance cadence and make the transition land cleanly; as the relationship settles you move from reactive to proactive by anticipating risks championing change and building a genuine joint team; and in the mature relationship you become a true partnership steward keeping leadership sponsorship sharp and the relationship healthy and honest. The through-line is a move from running the reporting to making the partnership succeed.

Main Responsibilities:

• Act as the single point of contact for Cynclys outsourcing partner across operational reporting and relationship matters.
• Build and run the governance rhythm including performance reporting review meetings quarterly business reviews agendas minutes and action tracking.
• Produce clear accurate performance reporting and maintain one consistent view of how the partnership is performing creating a single trusted version rather than different stories across the business.
• Route and coordinate escalations to the right owners and drive them through to resolution.
• Coordinate capacity workforce planning and forecasting between partner and internal teams.
• Track risks actions issues and decisions and surface emerging risks early.
• Lead Cynclys side of the transition and go-live partnering closely with the providers transition team then carrying the relationship into a steady state.
• Champion continuous improvement and a genuine one-team relationship built on trust and honest communication rather than adversarial vendor management.
  

Required Skills and Experience:

Experience

• Typically 8 to 14 years of experience in customer experience contact center or BPO delivery including experience managing or governing an outsourced engagement from the client side.
• Equivalent experience is valued; formal project programme or partnership-management credentials are welcomed where they support the role but are not the primary requirement.
• Strong governance project and relationship-management discipline across cadence reporting risk tracking and stakeholder communication.
• Credibility and presence to hold governance with senior stakeholders on both sides and to represent the business well.
• Solid grounding in contact-centre operations including workforce management forecasting customer satisfaction and quality so you can coordinate meaningfully and interrogate the numbers.
• Comfort working with delivery data and reporting tools and manipulating such data to be presented in a variety of formats to varying stakeholders of varying seniority
• Experience with Zendesk or a comparable ITSM/CCaaS customer service platform(s).
• Ability to create trust maintain clarity and build a one-team relationship with an outsourcing partner while keeping accountability clear.
• Experience working in global teams & managing stakeholders across geographies.

Preferred but not required

• Experience standing up or transitioning outsourced engagement with exposure to commercial negotiations and management.
• A project or programme management background for example PMP certification.
• Experience across multiple regions and product areas.

Working For Us:

At Cyncly we call our team OneCyncly a reflection of how we work together as one united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences perspectives and skills - and we thrive when we work together with openness trust and respect.

Here youll join a group of colleagues who take ownership solve problems and focus on making an impact. We embrace curiosity welcome new ideas and see mistakes as opportunities to learn. Youll have the freedom to work flexibly and autonomously supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate challenge each other and share what we know we build something better together.

If you want to work in a place where your ideas matter your growth is valued and your work shapes the spaces people live work and play in - come join us.