Program Manager - Mobile App Domain

Job Summary :

We are seeking an experienced Program Manager to lead the strategy, delivery, optimization, and continuous improvement of our digital customer experience platforms, including the corporate website, mobile applications, and AI-powered chatbot solutions. This role will coordinate cross-functional teams across Product, Engineering, UX/UI, Marketing, Customer Support, Data Analytics, and AI/ML functions to ensure seamless, scalable, and high-performing digital experiences.

The ideal candidate combines strong program management expertise with digital product knowledge, stakeholder management skills, and an understanding of AI-driven customer engagement technologies.

Key Responsibilities : Program Leadership & Delivery :

• Own the end-to-end roadmap and execution of website, mobile app, and AI chatbot initiatives.

• Define program objectives, milestones, timelines, budgets, and success metrics.

• Manage multiple concurrent projects while ensuring alignment with business goals.

• Establish governance frameworks, reporting mechanisms, and risk management processes.

• Drive agile delivery practices across cross-functional teams.

Website Management :

• Oversee enhancements, releases, and maintenance of the corporate website.

• Collaborate with Marketing, Product, and Content teams to improve customer acquisition and engagement.

• Ensure website performance, accessibility, SEO optimization, security, and compliance standards.

• Monitor website analytics and recommend improvements based on customer behavior insights.

Mobile App Program Management :

• Lead mobile app development initiatives across iOS and Android platforms.

• Coordinate feature prioritization, release planning, testing, and deployment.

• Improve user experience, app performance, retention, and customer satisfaction.

• Track app adoption, engagement metrics, ratings, and customer feedback.

AI Chatbot & Conversational AI :

• Drive implementation and optimization of AI chatbot solutions for customer support and self-service.

• Partner with AI/ML, Product, and Customer Experience teams to improve chatbot accuracy and effectiveness.

• Define chatbot use cases, conversation flows, escalation paths, and performance KPIs.

• Monitor chatbot analytics including containment rate, resolution rate, CSAT, and response quality.

• Identify opportunities to leverage Generative AI and automation for enhanced customer experiences.

Stakeholder Management :

• Act as the primary liaison between business stakeholders and technology teams.

• Facilitate executive reviews and communicate program status, risks, and outcomes.

• Gather business requirements and translate them into actionable delivery plans.

• Manage vendor and third-party relationships where applicable.

Analytics & Continuous Improvement :

• Define and track KPIs across website, mobile app, and chatbot channels.

• Analyze customer journeys and identify opportunities for optimization.

• Lead A/B testing, experimentation, and data-driven decision-making initiatives.

• Develop dashboards and executive reporting frameworks.

Compliance & Quality Assurance :

• Ensure adherence to security, privacy, accessibility, and regulatory requirements.

• Establish quality standards for releases and customer-facing digital experiences.

• Coordinate testing, UAT, and production readiness activities.

Required Qualifications :

• Bachelor's degree in Computer Science, Engineering, Business, Information Systems, or related field.

• 7 to 12 years of experience in Program Management, Product Management, or Digital Transformation roles.

• Experience managing website, mobile application, or digital platform programs.

• Strong understanding of Agile, Scrum, and project delivery methodologies.

• Experience working with cross-functional technology and business teams.

• Proven ability to manage multiple stakeholders and priorities simultaneously.

Preferred Qualifications :

• MBA or Master's degree preferred.

• Experience with AI chatbot, conversational AI, or Generative AI implementations.

• Knowledge of customer experience (CX) platforms and digital engagement strategies.

• Familiarity with analytics tools such as :

• Google Analytics

• Firebase

• Mixpanel

• Power BI

• Experience with CMS platforms and mobile app ecosystems.

• Understanding of AI technologies, NLP, LLMs, chatbot frameworks, and customer support automation.