Program Manager - Backend Operations - Process Compliance & AI Automation

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 & Role Requirements:

- 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.