Wiom - Lead - Partner Experience (8-10 yrs)

What's Wiom?

92% Indians don't have unlimited home broadband internet! Enter Wiom. Wiom is a new-age internet platform, that buys unused internet from existing internet users and sells it to people who are looking for affordable and high-quality internet.

For the next 100M households, who do not have Unlimited and High-Speed Home Internet, Wiom is the most aspirational and 24 hours Unlimited Internet solution. Unlike existing Service Providers, Wiom provides Daily Plans, Zero Upfront Costs and Roaming Internet is highly scalable and affordable due to the shared economy and platform approach.

Wiom has been founded by a group of IIT IIM alumni with prior experience in companies like Microsoft, American Express and is backed by marquee investors like 3one4 Capital, Omidyar Network, Your Nest, Auxano etc. Wiom is the fastest-growing company in its space and will impact 500 million Indians in the next 5 years.

What's it like to work at Wiom?

We are going to be upfront. The way we work does NOT suit everyone. No old-fashioned hierarchy. No micro-management. No hiding behind fancy job titles. Those joining us from old-school firms, experience a breath of fresh air. We work through layers of self-sufficient, autonomous teams start-ups. We are a bunch of teams start-ups within teams start-ups within teams start-ups within teams start-ups. Wiom is that place in your career, where you transition from management to ownership. A transition eased by guidance and plenty of support from talented, super-smart colleagues.

Job Description:

- As a Lead - Partner Experience, you will be an integral part of Wiom's growth journey, collaborating with multiple stakeholders to support various strategic and operational initiatives.

- This role requires exceptional problem-solving, execution & communication skills. You'll have an opportunity to solve complex business problems which will impact 500 million lives.

Workstreams You Will Own:

1. Oversee end-to-end partner support operations, ensuring timely resolution of partner queries, complaints, and service requests within defined SLAs.

2. Implement a structured grievance redressal mechanism for partner issues, to handle disputes fairly and transparently.

3. Drive adherence to key service metrics (e.g., First Response Time, Resolution Time, Partner Satisfaction Score) and implement corrective actions as needed.

4. Work closely with the Process Design team to revamp and enforce Standard Operating Procedures (SOPs) for partner servicing workflows, ensuring seamless operations.

5. Drive continuous process improvements based on partner feedback, operational insights and data analytics to eliminate bottlenecks and enhance partner experience.

6. Lead the adoption of digital tools and automation technologies to enhance partner interactions and operational efficiency.

7. 8. Work closely with Product, Tech, and Operations teams to enhance the Partner App and self-service tools, ensuring long-term fixes for recurring partner issues.

9. Collaborate with the Growth and Marketing team to integrate partner feedback into product improvements and communication strategies.

10. Represent the Voice of the Partner in strategic discussions with the Supply team and other key stakeholders.

11. Provide regular insights and reports to Leadership on partner service trends, operational challenges, and strategic improvement areas.

12. Collaborate with the Process design team to implement structured training programs for partner-facing teams, ensuring service consistency and continuous improvement.

13. Conduct competitor analysis and benchmarking to adopt industry best practices and elevate the partner experience.

What makes you a great fit:

1. MBA or B.Tech. with 8-10 years of relevant experience, including a minimum of 4 years in supervisory role, preferably in, e-commerce or technology sector.

2. Strong expertise in partner experience management, customer experience, or service operations handling large-scale support teams.

3. Proven ability to enhance partner experience through process improvements and strategic interventions.

4. Excellent communication, negotiation and interpersonal skills to engage effectively with internal teams and external partners.

5. Strong stakeholder management capabilities to collaborate across functions and drive alignment on key initiatives.

6. Experience in working with senior leadership to align partner experience strategies with broader business goals.

7. Strong analytical and problem-solving skills to identify operational bottlenecks and implement data-driven solutions.

8. Prior experience in leveraging automation, AI-powered solutions, and digital tools to optimize partner interactions, is a plus.