Mahindra And Mahindra Limited

Customer Experience Program Governance Manager

Mahindra And Mahindra Limited
Mumbai/Bombay
Not disclosed
Work from OfficeWork from Office
Full TimeFull Time
Min. 2 yearsMin. 2 years

Job Description

Manager- CX Program Governance

Role Purpose

Drive program governance and cross-functional delivery for the CX Transformation roadmap by planning, tracking, and unblocking initiatives across departments, ensuring on-time outcomes, clear decisioning, and measurable benefits realisation.

Key Responsibilities

  • Own end-to-end governance for the CX Transformation portfolio: maintain the master plan, milestones, dependencies, and critical path across all initiatives.
  • Run weekly/fortnightly cross-functional program reviews; publish minutes, action logs, and decision tracker within agreed timelines.
  • Translate CX transformation priorities into structured project charters (objective, in-scope/out-of-scope, deliverables, resources)
  • Own program communications: stakeholder map, cadence, executive updates, and transformation readouts; ensure a single source of truth for status and decisions.
  • Proactively manage risks/issues: assess impact, propose mitigation options, escalate blockers with a recommended path-to-close and required decisions.
  • Track budgets and deliverables for CX initiatives; flag variances and support corrective actions.

Key KPIs

  • Milestone adherence
  • Governance hygiene
  • Benefits tracking.
  • Stakeholder alignment

Experience Level

Mid Level

Job role

Work location
Work locationMumbai, MUM-KND-AFS(AD), IN
Department
DepartmentProject & Program Management
Role / Category
Role / CategoryOther Program / Project Management
Employment type
Employment typeFull Time
Shift
ShiftDay Shift

Job requirements

Experience
ExperienceMin. 2 years

About company

Name
NameMahindra And Mahindra Limited
Job posted by Mahindra And Mahindra Limited

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