Program Manager - NPS

CoinDCX
Bengaluru, Karnataka, India

Inside CoinDCX’s Customer Success Team

Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you’re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates.

As the Program Manager - NPS , you will be the primary custodian of our customer feedback ecosystem. You'll bridge the gap between what customers feel and what the business does — synthesising insights, driving alignment across Growth, Product, Operations, and Technology, and ensuring that customer voices shape our most critical decisions.

You need to be a HODLer of these

  • 4–8 years overall, with a minimum of 4 years directly programs/at scale. Background in consulting, customer experience, category management, or process excellence strongly preferred.
  • Strategic & analytical acumen
  • Proven ability to translate complex VOC data into clear business actions. Deep familiarity with NPS, CSAT, CES, and other feedback methodologies. Comfortable building dashboards, interpreting trends, and generating insight-driven recommendations.
  • Program management muscle: Track record of managing complex, cross-functional programs with multiple stakeholders and competing priorities. Process-driven with the ability to manage ambiguity, risk, and escalations without losing momentum.
  • Stakeholder influence & communication: Excellent ability to influence without authority. Strong storytelling skills — able to present insights to leadership clearly and persuasively, and to build trust with partner teams across the organisation.

You will be mining through these tasks

  • Build and run program reporting: Develop monthly and quarterly NPS improvement roadmaps. Analyze performance metrics, surface outliers, and present progress with clarity and conviction to senior leadership — serving as the authoritative voice of the customer.
  • Own the NPS strategy end-to-end: Define, execute, and continuously refine long-term roadmaps to improve customer satisfaction and loyalty across all brands. You're the single owner of this metric — from survey design to boardroom reporting.
  • Translate VOC data into business action: Lead deep-dive analyses of NPS, CSAT, CES, and other feedback channels. Identify, quantify, and prioritize pain points. Convert complex data into clear recommendations that leaders can act on immediately.
  • Drive cross-functional execution: Build and manage operating cadences — trackers, dashboards, and review rhythms — to align senior stakeholders across Growth, Operations, Product, Technology, Revenue, and Compliance. Own escalations and remove blockers to keep programs on track.
  • Champion customer journey optimisation: Lead initiatives to reduce friction at every touchpoint — from onboarding to resolution. Focus on minimizing customer effort, streamlining communications, and systematically closing experience gaps.

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Questions about this job

How do I apply for the Program Manager - NPS job at CoinDCX?

Use the apply link on this page: you apply directly with CoinDCX on LinkedIn. Before you do, score your resume against this job description on Fitboard. It shows which skills and keywords the job asks for that your resume doesn't show, so you can fix them first.

What skills does CoinDCX want for this Program Manager - NPS role?

The job description asks for programs/at scale, consulting, customer experience, category management, process excellence, NPS, CSAT and CES. Make sure your resume shows the ones you have, in the words the job uses: applicant tracking systems look for them.

How can I get a job at CoinDCX?

Apply to the CoinDCX roles that match your experience, and tailor your resume to each job description: for this role that means showing programs/at scale, consulting, customer experience. A resume that matches the job's own keywords is more likely to get past screening. Fitboard scores your resume against this exact job for free.

Is this Program Manager - NPS job remote or onsite?

This is based in Bengaluru, Karnataka.

Is it free to apply? Does Fitboard charge anything?

Applying is free: you apply directly with CoinDCX, and this job page and its apply link cost nothing. Checking your resume against this job is free too, with 3 free scans when you sign in and no credit card needed.

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