Senior Program Manager

At Kapture CX, we are looking for a Senior Program Manager in our Customer Experience (CX) team.

Who are we?

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 Cathay Pacific. 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?

As a Senior Program Manager, you will own the successful delivery and expansion of strategic enterprise customer engagements. You will act as the bridge between customers and internal teams, ensuring business objectives are translated into actionable programs that drive adoption, value realization, and long-term customer success.

This role combines program leadership, stakeholder management, problem-solving, and execution excellence. You will work closely with customers, product, implementation, support, and leadership teams to deliver impactful outcomes while identifying opportunities for growth and process improvements.

Sounds interesting?

Here's a more detailed description of what you will do in this role:

• Own end-to-end delivery of strategic customer programs and ensure successful execution against defined milestones and business outcomes.
• Build and maintain strong relationships with enterprise stakeholders, acting as a trusted advisor throughout the customer lifecycle.
• Drive cross-functional collaboration between Product, Engineering, Customer Success, Support, and Business teams to ensure seamless execution.
• Monitor program health, risks, dependencies, and escalations, proactively driving resolution and stakeholder alignment.
• Lead governance reviews, executive business reviews, and regular customer communication to ensure transparency and progress visibility.
• Identify opportunities for process optimization, automation, and operational excellence across customer programs.
• Support account growth initiatives by identifying expansion opportunities and collaborating with Customer Success and Sales teams.

This is a Bangalore-based role.

We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

Success in this role means delivering customer programs on time, achieving measurable business outcomes, maintaining high stakeholder satisfaction, and driving strong product adoption. You will be expected to build scalable processes while contributing to customer retention and growth.

What would make you a good fit for this role?

Here are the basic requirements:

• You have 5–8 years of experience in Program Management, Customer Success, Consulting, Implementation, or related customer-facing roles.
• You have managed complex enterprise programs involving multiple stakeholders and cross-functional teams.
• You can effectively drive projects from planning through execution while managing risks and dependencies.
• You possess strong communication and stakeholder management skills across business and technical audiences.
• You demonstrate a strong sense of ownership, accountability, and customer-centric thinking.

What are the most critical skills for this role?

• You excel at program planning, execution, and governance.
• You have strong stakeholder management and relationship-building capabilities.
• You can effectively influence teams without direct authority.
• You understand enterprise customer environments and SaaS delivery models.
• You are comfortable working with data, metrics, and operational reporting to drive decisions.

You will have an advantage if you:

• You have experience managing enterprise SaaS implementations or transformation programs.
• You have worked with global customers across multiple geographies.
• You understand Customer Experience (CX), CRM, Contact Center, or AI-driven SaaS platforms.
• You have exposure to account growth, renewals, or strategic customer management.
• You have previously worked in a high-growth startup or fast-paced technology environment.

Why should you be interested?

Here's what you will gain from this role:

• Opportunity to lead high-impact enterprise programs for leading global brands.
• Exposure to strategic customer conversations and executive stakeholders.
• Ownership of business-critical initiatives with significant visibility across the organization.
• Career growth through direct collaboration with senior leadership and cross-functional teams.
• Collaboration with product, engineering, customer success, and commercial teams.
• Ability to influence customer outcomes and contribute directly to business growth.
• Access to a fast-growing AI-powered SaaS environment with global exposure.

Does this sound like you?

Click the Apply button to let us know!