Associate Program Manager - Customer Experience

WishLink

Haryana

On-site

INR 900,000 - 1,200,000

Full time

13 days ago

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Benefits offered by this job

Competitive salary

ESOPs

Relocation bonus

Learning budget

Newsletters & books

AI tools

Team outings

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Gym memberships

Creator insights

Job summary

WishLink is actively seeking an Associate Program Manager - Customer Experience to own the CX charter for our creator platform. You will dive into ambiguous problems, analyze data and feedback, and drive solutions across product, tech, and support.

Based in Gurugram, you will improve creator journeys, run NPS initiatives, and build early-warning alerts with cross-functional teams to prevent issues before they impact users.

Qualifications

Bachelor's degree from a Tier-1 college; prior experience at a Tier-1 consumer tech company.
Startup generalist or program-management experience owning 0–1 or 1–10 initiatives.
Strong data orientation; ability to derive insights from raw data.
Cross-functional collaboration across product, tech, business and support.
Familiarity with app usage metrics and product analytics tools.

Responsibilities

Own end-to-end CX across creator journeys like payouts, social login, and brand reconciliation.
Lead Creator NPS, Trust, and Effort programs with data-driven analysis.
Translate support tickets into product enhancements and close loops.
Set up proactive alerts and monitoring to catch issues early.

Skills

Generalist startup experience

Data-driven

Cross-functional collaboration

Product analytics

App usage metrics

Education

Bachelor's degree (Tier-1 college)

Tools

Product analytics tools

Job description

1-4 years

Full-Time

Associate Program Manager- Customer Experience

About Wishlink

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media .

Team and Investors

Wishlink was founded by 3 friends from college, Chandan , Shaurya , and Divyansh , with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and Elevation Capital.

Why Join Us?

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 3 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Wishlink is all about its peopl e. Our team is young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!

We have grown remarkably in the last 4 years and are doing a monthly GMV of over Rs. 300cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

About the role:

We're looking for an Associate Program Manager - Customer Experience to own the CX charter for our creator platform. This role is for someone who thrives on picking up ambiguous problem statements, going deep into data and user feedback, and driving them to closure - across product, tech, and support.

You'll sit at the intersection of platform experience, creator sentiment (NPS/trust), and support-led product improvements, and you'll be the one setting up the early-warning systems (alerts) that help the org catch problems before they escape.

What would you be doing?

Platform CX (Service & Journey)- own and improve the end-to-end experience across critical creator journeys - creator payouts, social login, and brand reconciliation, etc. Identify friction points in these flows and work with product/tech to resolve them.
Own Creator NPS, Trust & Effort- run structured programs to gather creator insights (through quarterly NPS/Creator Pulse, 1:1 interviews, etc), and use these to identify gaps. Break these down into individual, ownable problem statements and drive them to resolution.
Product Enhancements (Support-Led)- mine support tickets and escalations for recurring/systemic issues and convert them into product enhancement requests - closing the loop between "what support hears" and "what product builds"
Alerts & Monitoring- work closely with tech and product to set up proactive alerting across the platform - for issues like sign-up drop-offs, engagement dips, and cohort-level behavioral shifts - so problems are caught early rather than reactively.

What are we looking for?

Bachelor's degree from a Tier-1 college/ prior experience at a Tier-1 consumer tech company
Prior experience as a generalist / founder's office/ strategy ops/ program manager/ product analytics role at a startup - someone who has owned individual problem statements and worked on 0- 1 or 1- 10 initiatives
Strong data orientation and structured problem-solving - must be comfortable moving from raw data to insight to action independently (must have)
Strong cross-functional operator - comfortable working across product, tech, business, and support teams to get things done (must have)
Familiarity with app usage metrics, product analytics tooling, and mapping customer journeys (good to have)

Interview Process

R0- detailed screening call by HR
R1- Data interpretation & problem-solving
R2- Problem-solving (deeper dive)
R3- Cross-functional and culture fit

Perks and Benefits

We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.