Technical Product Manager

Job Description

Position: Senior HR Executive - People Experience

Department: Human Resources

Location: Connect and Heal (CNH) Bangalore

About Connect and Heal (CNH)

At CNH, we strive to create a healthy and engaging workplace by ensuring that employees experience a seamless journey, from onboarding to daily operations. We value people-centric practices that prioritize collaboration, innovation, and care.

Position Summary

The Senior HR Executive - People Experience will play a pivotal role in delivering exceptional employee experiences across onboarding, recruitment, engagement, and HRMS management. This role requires a proactive individual who can work collaboratively to ensure processes are efficient, compliant, and aligned with CNH’s core values.

Key Responsibilities

1. Onboarding

• Coordinate with hiring managers and cross-functional teams to deliver induction programs.
• Facilitate documentation, verification, and orientation sessions for new employees.
• Ensure compliance with company policies and regulatory requirements during onboarding.

2. Recruitment

• Manage recruitment processes, including job posting, sourcing, screening, scheduling interviews, and offer rollouts.
• Partner with department heads to understand staffing requirements and create effective hiring strategies.
• Maintain a talent pipeline by leveraging social media platforms, job portals, and referral programs.
• Conduct pre-employment checks and reference verifications to ensure quality hiring.

3. Employee Engagement

• Design and implement programs that enhance employee satisfaction, well-being, and retention.
• Plan and execute initiatives such as town halls, team-building activities, and feedback surveys.
• Act as a point of contact for employee queries and provide resolution to concerns in a timely manner.
• Analyze engagement metrics to recommend and implement improvements.

4. HRMS Management

• Oversee the maintenance and accuracy of employee data in the HRMS system.
• Ensure data security and compliance with data protection regulations.

Skills and Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• 1-4 years of experience in HR functions, including onboarding, recruitment, employee engagement, and HRMS.
• Proficient in HRMS tools, Microsoft Office Suite.
• Strong interpersonal and communication skills.
• Ability to handle sensitive information with confidentiality and professionalism.
• Detail-oriented, with strong organizational and multitasking capabilities.

Why Join CNH?

• Be part of a fast-growing organization that prioritizes employee health and well-being.
• Collaborative and inclusive work culture.
• Opportunities for professional growth and development.

Opportunity

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

Responsibilities

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

What you can expect in the next 12 months

Within 1 month

• You should have acquired a good knowledge of the laundry domain, QDC product, and process that we follow.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• You should have gone through at least 3 onboarding and sales experience in the buddy system.
• You should have spent a day at the laundry store to get live hands-on experience.
• You should be able to configure SMS API’s for national and international clients.
• Learn how to access and use all internal tools, including Google Apps, Zoho Desk, JIRA, Sales-IQ, CRM and reverse-shadow in each tool. 
• Shadow other Customer Support Representatives (CSRs) handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing simple tickets with a CSR shadowing you. 

Within 3 months

• Independently handle hardware integration and support. 
• Become QDC expert through training and customer interaction, building a solid understanding of each feature and best practices for how to use them; handle 80% of all inbound Technical Support interactions without assistance through resolution or escalation; be able to provide creative solutions to users.

Within 6 months

• Maintain a level of customer satisfaction (we measure through CSAT scores) equal to or greater than the overall team average; help maintain all service and support content including process documentation, videos, email macros, training manuals and help articles.

Within 12 months

• Help interview, onboard and train incoming team members.
• Proactively identify, pilot and implement ways to increase efficiency in Technical Support processes; assess results and refine.

What an ideal candidate looks like?

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

What are we looking for?

Attitude

Skills

• Empathy
• Positive Attitude
• Patience
• Organized
• Process Driven
• Coachable
• Metrics Driven
• Attentive and Listening Skills
• Ability to explain in uncomplicated/ simple language

About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

Why join QDC?

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

 Extensive (4+ years) knowledge of web technologies and building large scale web applications​

· Strong proficiency in Java Script​

· Expertise in Object-oriented programming​

· Understanding the fully asynchronous behavior of React.js (Redux)

· Solid understanding of user-centered design principles and MVC/MVP/MVVM patterns specific​

to front- end development​

· Good in problem-solving skills​

· Good in English communication (verbal and written)

As a Front-end Developer, your responsibility would be to create visual elements that users see and interact within our web platform. This makes your role crucial for the success of the product. We are looking for an exceptional problem solver, with attention to details. You will be working closely with design, product management and development teams to create elegant, usable, responsive and interactive interfaces across multiple devices.

You must take responsible actions in ensuring the application is optimised both in terms of technology and in delivering the best educational content.

Responsibilities:

• Build web platform for our live tutoring platform
• Creating interactive learning activities for K12 students
• Work on upcoming products

Requirements:

• Great programming skills
• Fundamentals of JavaScript and ES modules, new ECMASCRIPT concepts
• Experience in ReactJS web app development (1-4 years)

Brownie Points:

• Good HTML and CSS skills
• Experience in React-Native app development
• Ability to work in small teams and wear multiple hats

Ono Labs Private Limited is committed to providing equal opportunities without any discrimination on the grounds of age, ancestry, marital status, color, physical or mental disability, origin, nationality, political affiliation, religion, race, gender, sexual orientation, and any other characteristics protected by applicable law, regulations, and ordinances.

Job Description:

We are searching for a highly qualified management support executive to work closely with our Management team. He will be responsible for productivity, streamlining strategic initiatives, overseeing program management, and communicating objectives between departments. The ideal candidate will have proven experience in a business management role, with a special focus on executive-level advising and inter-departmental collaboration.

Objectives of this Role:

• Oversee strategic business initiatives from development through successful execution under the guidance of senior leadership and departmental heads
• Assist and communicate with executives in decision-making, program management, and initiative implementation
• Review, design and execute on improvements to organisational structure, find knowledge and skills gaps and help address them
• Improve current processes and coordinate organizational procedures for optimized efficiency and productivity
• Serve as liaison between staff, executives, senior leaders, and Founders, regarding company climate, employee well-being, project updates, proposals, and planning
• Oversee daily operations through collaboration with senior management and department leaders
• Build and develop relationships with all employees for increased efficiency and effective responsiveness into existing operations, and help to define new operational strategies, working with CEO and Executives on special projects.
• Serve as a subject matter expert, handling inquiries and developing action plans to address them, and assisting with the preparation and dissemination of communications
• Assist and communicate with Team Heads in decision-making, program management, and initiative implementation
• Ensuring periodic progress tracking and Level 1 problem solving on behalf of founders
• Setting up company wide tracking dashboards
• Analyze it to deliver actionable insights and define key programs
• Assisting founders in investor decks and pitches
• MIS and Analytics for investor pitches

Skills and Qualifications :

- MBA from Tier-1 business school. Technical undergraduate background would be a plus

- Proven experience organizing and directing multiple teams and departments
- Excellent communicator in written and verbal form
- Extremely versatile, dedicated to efficient productivity
- Experience planning and leading strategic initiatives

- Experience with budget management
- Consulting experience with a focus on operations management
- Strong project reporting skills, with a focus on interdepartmental communication