Cross-Functional Program Manager - ช้อปปี้

This role involves owning and delivering end-to-end projects focused on customer experience, operational excellence, and business transformation. You will translate high-level management priorities into structured improvement programs by analyzing complex operational and customer data. The position requires driving practical solutions through implementation rather than just analysis, coordinating across multiple functions to ensure alignment, and managing project roadmaps with clear ownership and risk mitigation. You will work closely with senior stakeholders to facilitate timely decisions and present clear, logical recommendations to both working teams and executive leadership.

You will be responsible for diagnosing root causes of business problems, developing solution options, and tracking measurable outcomes after implementation. The role demands a strong ability to structure ambiguous challenges and build management-ready presentations. You will partner with the Ops AI Enablement pillar when applicable, ensuring that automation and AI solutions are effectively integrated to drive overall business success.

• Own selected CX, operational improvement, transformation, or strategic PMO projects end to end with clear objectives, scope, success metrics, governance, and timelines.
• Translate management priorities, OKRs, performance signals, customer feedback, and functional-team requests into well-structured improvement programs.
• Analyze customer and operational signals such as NPS, CSAT, contact rate, ticket volume, SLA, cost, and productivity to identify drivers and improvement opportunities.
• Structure ambiguous business problems, diagnose root causes, develop solution options, assess trade-offs, and recommend practical actions.
• Build project roadmaps and implementation plans with clear ownership, milestones, dependencies, risks, and decision points.
• Coordinate multiple Operations functions and other stakeholders to facilitate alignment and resolve disagreements constructively.
• Drive recommendations through implementation and adoption rather than stopping at analysis or presentation.
• Anticipate blockers, escalate issues appropriately, and facilitate timely decisions from senior stakeholders.
• Develop concise, logical, and management-ready slides, storylines, meeting materials, and progress updates.
• Present findings, recommendations, risks, and decisions clearly and confidently to working teams and senior management.
• Track outcomes after implementation and ensure the project delivers measurable improvement in customer experience or operational performance.
• Partner with the Ops AI Enablement pillar when AI or automation is part of the solution while retaining clear ownership of the overall business outcome.

• Bachelor's degree in Business, Economics, Engineering, Marketing, Statistics, Operations, or another relevant field.
• Relevant experience in management consulting, market research, customer experience, business transformation, strategy, program management, or operations excellence.
• Demonstrated experience independently managing cross-functional projects from problem definition through implementation.
• Strong analytical capability and confidence working with business and customer-performance data; working knowledge of SQL or BI tools is an advantage.
• Strong proficiency in PowerPoint or Google Slides, including storyline development, executive-level synthesis, and clear visual communication.
• Experience presenting recommendations and project updates to senior stakeholders.
• Familiarity with customer experience metrics and operational metrics such as NPS, CSAT, contact rate, SLA, productivity, and cost is preferred.
• Experience in e-commerce, technology, consulting, research, customer operations, or a fast-paced cross-functional environment is an advantage.

• Strong stakeholder management and conflict resolution skills.
• Experience with AI or automation tools in a business context.
• Advanced proficiency in data visualization tools beyond basic BI tools.