Program Manager-Process Excellence(Last Mile Operations)

Job Description: Program Manager – Process Excellence & Training Company: HomeLane Role: Program Manager – Process Excellence & Training Department: Delivery Operations Location: Bangalore Role Overview As the Program Manager for Process Excellence & Training, you will be the architect of operational efficiency within HomeLane’s Delivery wing. Your mission is twofold: to design lean, scalable processes that minimize errors in the interior fit-out journey and to ensure our frontline teams (Project Managers, Installation Partners, and Vendors) are expertly trained to execute these processes flawlessly. You will sit at the intersection of strategy and execution, driving continuous improvement initiatives that directly impact Net Promoter Score (NPS) and project turnaround time (TAT). Key Responsibilities 1. Process Excellence & Quality Assurance • Gap Analysis: Audit end-to-end delivery workflows—from factory dispatch to site handover—to identify bottlenecks and quality leakages. • Lean Implementation: Design and implement Standard Operating Procedures (SOPs) using Lean or Six Sigma methodologies to reduce rework and wastage. • Performance Metrics: Define and monitor North Star metrics such as First Time Right (FTR), Delivery TAT, and Installation Quality Scores. • Root Cause Analysis (RCA): Lead deep-dive sessions on customer escalations to prevent recurrence through systemic process changes. 2. Training & Capability Building • Curriculum Design: Develop comprehensive training modules covering technical installation standards, soft skills for customer management, and HomeLane’s internal tech tools. • Delivery & Governance: Execute "Train the Trainer" programs and manage the onboarding/certification of new delivery partners. • Knowledge Management: Maintain a centralized repository of SOPs, video