Program Support

Fynd is India's largest omnichannel platform and a multi-platform tech company specializing in retail technology and products in AI, ML, big data, image editing, and the learning space. It provides a unified platform for businesses to seamlessly manage online and offline sales, store operations, inventory, and customer engagement. Serving over 2,300 brands, Fynd is at the forefront of retail technology, transforming customer experiences and business processes across various industries.What will you do at Fynd?Product expertise and its nuances: Become a specialist for the given product to suggest improvements and new features to improve usability and adoptionAdoption: Develop and implement scalable processes to enhance product development, release, and feedback loops.Ensure tools are well-integrated into the product development lifecycle.Continuously evaluate and optimize tooling to support efficiency and scalability.UAT: Evangelizing the product and its business value: Analyze product performance to support business, and work with product/program team to improve itProgram Support and Execution: Partner with the Program Manager to operationalize new retail programs, pilot initiatives, and product launch rollouts across stores and the vendor environment.User : Business user focus and benefits for the users: Identify, profile, and segment users into niche cohortsTraining and enablement: Support training material development and store/vendor communication plans for new operational processes and technology rolloutsTrain and coach users to a successful onboarding process and ongoing usageSupport rollout and adoption withthe Program and Product teamCreate handbook, operations manual, guidebookOwn the internal and external enablement process, ensuring teams are well-informed about new features.Monitor product adoption and effectiveness post-launch, identifying areas for improvement.Support:Support business teams and handhold till they are up to speedIdentify any blockers for business and resolve them immediately, working with the respective Program, product, Support engineersContent: Manage and maintain product tools, systems, and documentation to ensure efficiency.Identify issues/defects/blockers for business from ticketsWork with Engg DRI/ program DRI/business DRI for closing issues and then closing ticketsSupport business teams and handhold them till they are up to speedIdentify any blockers for business and resolve them immediately, working with the respective Program, product, Support engineersContent: Manage and maintain product tools, systems, and documentation to ensure efficiency.Operations readiness, removing blockers and tracking efficiency and support:Operational Readiness: Ensure users are operationally ready for using the product for various business functionsIdentify the root cause of the operational issues and potential impacts, bottlenecks for business , see if SOP or product solution /utility that needs to be builtPerform in-depth research and identify sources of production issues surrounding the application.Map, refine, and document product operational processes — from product intake, allocation, store replenishment, markdowns, short fulfillments and returns management.Create SOP and be adaptive to curate/update SOPWork closely with the business in managing day-to-day issues, and resolve user queries.Perform daily health checks of the application, job schedules and infrastructure supporting the application.Develop and facilitate monitoring systems to identify issues before they happen.Both voice for both sides and enable the Business team to adopt and support: Advocate internally for end user needs – be the functional voice of the end user and be the business voice to the Product teamCreate and maintain a structured approach to collecting, analyzing, and acting on customer feedback.Collaboration:Collaborate with cross-functional teams, including product, sales, and program teamAct as a bridge between Product,various business functions Supply Chain, Merchandising, Store Operations, and Technology teams to align priorities and resolve operational issues.Improve collaboration between product, engineering, and other teams by optimizing workflows and communication channels.Data & InsightsIdentify any deviations in the business operationsWork closely with data analysts to generate insights on user behavior, product performance, and adoption.Ensure that product feedback loops are data-driven and well-integrated into the development process.

Fynd is India's largest omnichannel platform and a multi-platform tech company specializing in retail technology and products in AI, ML, big data, image editing, and the learning space. It provides a unified platform for businesses to seamlessly manage online and offline sales, store operations, inventory, and customer engagement. Serving over 2,300 brands, Fynd is at the forefront of retail technology, transforming customer experiences and business processes across various industries.