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Mumbai Manager CX Program Governance MUM

3 days ago 2026/09/03
Automotive Dealership & Distributor
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Job description

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
This job post has been translated by AI and may contain minor differences or errors.
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