Main Responsibilities of a Program Manager, Customer Experience at Foodpanda
Suradis, a Program Manager in Customer Experience at Foodpanda, focuses on improving "the ordering experience" through initiatives like streamlining customer support and enhancing the help center's navigation. Their work leverages data and feedback to boost key metrics such as Net Promoter Score (NPS), demonstrating a data-driven approach to improving customer satisfaction.
Project Management, Data Analysis, Customer Experience, Problem-Solving, Communication
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Suradis Seemakhupt
Program Manager, Customer Experience
Foodpanda
Chulalongkorn University; graduated in 2013.
No, but I am currently attending a full-time MBA program at UCLA.
Computer Science
Technology
Sales and Client Management
International Student, Honors Student, Scholarship Recipient
Video Highlights
1. Uses data and customer feedback to improve customer experience.
2. Works on initiatives to improve the ordering experience and reduce support costs.
3. Enhances customer support features, such as the help center, to improve navigation and call flows
Transcript
What are your main responsibilities within your role?
Sure, so as a program manager in customer experience, I've worked on many initiatives to improve the ordering experience. We use fraud [unclear] the customer support process and increase overall customer satisfaction using data and feedback.
For example, I enhanced the help center, which is a customer support feature, by improving its navigation and call flows to [unclear] support costs and customer issues. I use data and feedback to understand the problems and come up with solutions that boost a customer experience metric called Net Promoter Score, or NPS.