Program Manager – Operator Engagement and Supply NPS

About the role

We are seeking a Program Manager to lead operator engagement and supply‑side initiatives that enhance customer experience and Net Promoter Score (NPS). The role focuses on managing key account management (KAM) programs, driving supply metrics, and collaborating across functions to deliver measurable improvements.

Key responsibilities

• Design and execute operator engagement programs, including KAM initiatives and growth‑operator interventions, using structured SOPs.
• Segment operators into cohorts, analyse their specific needs, and develop targeted strategies to increase wallet share, KAM effectiveness and platform‑feature adoption.
• Own and improve critical supply‑side metrics such as live tracking, bus‑level imagery, DMS adoption and reduction of bus cancellations.
• Partner with cross‑functional teams to identify gaps, prioritise projects and implement scalable solutions that differentiate the platform.
• Apply data‑driven problem‑solving techniques to uncover root causes and deliver structured solutions that boost operational and business outcomes.

Required profile

• Proven experience managing large‑scale programs that involve multiple stakeholders.
• Strong analytical mindset with the ability to translate data insights into actionable plans.
• Excellent communication and collaboration skills to work effectively with diverse teams.

Required skills

• Experience with key account management (KAM) processes.
• Familiarity with supply‑side performance metrics and operational dashboards.