Program Manager/Delivery Manager - CRM & CX Technology

Job Purpose Lead the end-to-end Project Delivery, Tech Governance, and value realization of CRM and Customer Experience technology programs, ensuring successful execution of strategic business initiatives across Salesforce, Qualtrics, Genesys, Paxia, and associated CX platforms. The role is responsible for driving cross-functional project execution, stakeholder management, business alignment, vendor governance, and achievement of customer, operational, and financial outcomes in line with Air India's transformation agenda, AOP commitments, revenue growth, and cost optimization objectives.

Key Accountabilities Program & Delivery Management

• Lead end-to-end delivery of CRM and CX technology programs from business case approval through implementation and value realization
• Develop comprehensive project plans, resource plans, timelines, budgets, and governance frameworks
• Manage multiple concurrent initiatives across customer servicing, digital channels, contact center technology, customer feedback, and automation platforms
• Ensure successful execution through Agile, Waterfall, or Hybrid methodologies as applicable
• Track project milestones, dependencies, risks, issues, and mitigation plans to ensure on-time and within-budget delivery
• Establish robust project governance and reporting mechanisms for leadership review

CRM & CX Technology Delivery Manage delivery and enhancement initiatives across :

• Salesforce Service Cloud, Sales Cloud, Experience Cloud, Data Cloud and Agentforce
• Qualtrics, Genesys, Paxia and Data Platforms
• Customer Communication & Notification Platforms
• AI and Automation Solutions
• Coordinate platform releases, enhancements, integrations, and adoption initiatives
• Ensure adherence to architecture, security, compliance, and operational standards

Cross-Functional Coordination

• Act as the primary delivery lead for CX initiatives involving multiple teams and business functions
• Manage interdependencies and ensure seamless execution across business and technology stakeholders
• Facilitate alignment between business requirements and technical implementation teams

Business Value Realization

• Partner with business stakeholders to define measurable business outcomes for each initiative Ensure projects are aligned to:
• Revenue Growth
• Cost Reduction
• Productivity Improvement
• Customer Satisfaction Improvement
• Automation Benefit
• Track realization of approved business cases and benefits post implementation
• Support leadership in prioritizing initiatives based on strategic and financial impact

AOP Planning & Financial Governance

• Support Annual Operating Plan (AOP) planning and budgeting exercises
• Assist in preparation of business cases, investment proposals, and project justification documents
• Monitor project budgets, forecasts, and resource utilization
• Ensure delivery commitments remain aligned with approved budgets and business objectives

Risk & Governance Managemen

• Proactively identify program risks and implementation challenges
• Develop mitigation strategies and escalation frameworks
• Ensure compliance with organizational governance, audit, information security, and data privacy requirements
• Maintain project documentation, audit readiness, and governance records

Skills Required for the role

• Strong Program & Project Management expertise
• Salesforce CRM and CX domain knowledg
• Digital & Process Transformation
• Stakeholder Engagement and Executive Communication and Governance
• Strategic Thinking
• Customer Centricity
• Influencing & Negotiation
• Cross-Functional Collaboration
• Project management certification (e.g., PMP, PRINCE2) is a plus
• API and Integration Concepts
• Data & Analytics Platforms
• AI and Automation Solutions
• Knowledge of Salesforce Ecosystem (Service Cloud, Sales Cloud, Experience Cloud, Data Cloud)

Educational and Experience Requirements · Bachelor's Degree in Engineering, Computer Science, Information Technology, Business Administration, or related discipline · 10–15+ years of experience in Program Management, Technology Delivery, CRM, Customer Experience, or Digital Transformation · Proven experience managing large-scale enterprise technology projects · Experience working with cross-functional business and technology teams · Experience in Airlines, Travel, Hospitality, Retail, Consulting related industries · PMP, PRINCE2, Agile, Scrum or equivalent certificatio · Exposure to AI, Automation, Contact Centre Technologies, and Customer Experience Platforms