About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.


At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!


JD - Associate Manager, Merchant Experience Automation

The merchant experience automation team aims to create a smooth and automated support system for all merchants, ensuring they receive top-notch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities, develop predictive models to detect potential issues in a merchant's journey, and establish preventative measures.


Own the development and management of PhonePe’s automated support channels for merchant experience

Build deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiences

Identify, scope and implement measurements and control variables for our merchant support products - automated lending support, helpdesk, PG merchant support

Introduce automated solutions to improve support metrics and business process efficiency

Create and manage SOPs of platform management ensuring compliance and security of platforms

Lead the team by example - plan the projects, assign tasks to the team, self-execute tasks to lead from the front

Manage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience

Basic Requirements

Engineering graduate with 4+ years of experience in a technical domain related to customer experience, knowledge of SQL

Prior experience of people management

Prior experience in CX or automation and experience robotic process automation

Ability to deal with ambiguity and create processes to streamline information and knowledge dissipation

Ability to manage influence through persuasion, negotiation, and consensus building

Demonstrated desire for continuous learning and improvement

Good to have!

MBA and/or previous experience of digital payments landscape is a plus  

2+ years of total experience in Program/Product management roles

Analytical, Inquisitive and process-oriented mindset

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

  • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
  • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
  • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
  • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
  • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
  • Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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