Kapture CX
Website:
kapture.cx
Job details:
Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture's products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Croma. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.
Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.
WHAT IS THIS ROLE ALL ABOUT?
At Kapture CX, our CX Operations team handles complex, fast-moving customer needs that require deep technical execution. We are looking for a Senior Program Manager / Tech-Ops Liaison (5–8 years YoE) to sit within our CX Operations team and act as the strategic bridge to Engineering, DevOps, SRE, and Product teams.
You won't be managing daily support tickets or team training. Instead, your mission is to bring absolute structure, priority, and execution to how CX Operations collaborates with Tech. You will own the intake of customer-driven product enhancements, enforce strict UAT/testing frameworks, maintain flawless JIRA hygiene, and project-manage massive cross-functional initiatives like Customer360 and our Self-Serve Customer Care Portal.
SOUNDS INTERESTING?
Here's a more detailed description of what you will do in this role:
- Demand Prioritization: Act as the single source of truth for all operational and customer requests heading toward Tech. Evaluate, structure, and ruthlessly prioritize backlog items based on impact, engineering bandwidth, and business urgency
- Airtight Scoping & Acceptance Criteria: Eliminate "poor scoping" and delayed development. Translate operational workflows into clear, technical requirements and strict Acceptance Criteria before they ever hit an engineer's desk
- UAT & Testing Frameworks: Design and enforce a robust, "one-shot" testing and UAT framework. You will ensure that features are thoroughly validated on the Ops side so that go-lives are seamless and do not cause breaks in critical live systems
- JIRA Hygiene & Project Governance: Own the delivery lifecycle. Maintain impeccable JIRA hygiene, track sprint progress, call out blockers early, and hold technical teams accountable to timelines
- Flagship Project Management: Take end-to-end ownership of critical, high-impact projects that transform our customer experience (e.g., launching a Customer360 dashboard, building out the Self-Serve Portal)
- Recurring Issue Pattern Analysis: Track and analyse recurring issues on a defined cadence, identify patterns across client accounts and issue types, and present findings to POD Leads and Product Ops with preventive action recommendations per category. Own the feedback loop that turns repeat incidents into permanent fixes
What does success look like in this role?
You consistently drive structured, on-time delivery of cross-functional projects, eliminate ambiguity at the CX Ops-Tech interface, and ensure every product enhancement is scoped, tested, and shipped without rework. Engineering teams move faster because of you — and CX Operations finally has a language Tech understands.
What would make you a good fit for the role?
- Experience: 5 to 8 years of experience as a Technical Program Manager (TPM), IT Project Manager, or a Tech-focused Chief of Staff.
- The Power of Influence: Since you will work with teams outside your direct reporting line (DevOps, SRE, Core Engg), your ability to negotiate, build relationships, and influence without authority is paramount.
- Technical & Structured Thinking: You must speak the language of developers. You know what makes a good API, how workflows break, and how to spot a flaw in a technical architecture document before development starts.
- Product/Project Management Toolkit: Deep expertise in JIRA/Confluence, Agile methodologies, and writing comprehensive PRDs or user stories with explicit acceptance criteria.
- High Ownership: You are not a passive status-collector. You are a driver who unblocks engineers and aggressively pushes projects to completion.
Here's what you will gain from this role:
- An opportunity to work at the intersection of Operations, Technology, and business impact — with a strong leadership growth path across multiple functions.
- Chance to own flagship, high-visibility projects that directly shape the customer experience for some of the biggest brands in India and globally.
- Hands-on exposure to large-scale CX automation and AI-powered platforms.
- Collaboration with highly skilled Product, Engineering, and Customer Success teams.
- Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards.
Click on Apply to know more.