Role Overview As a Program Manager in the Governance & Experience team (GNE), you will lead the coordination and execution of high-impact business initiatives aimed at improving customer experience and driving key performance metrics. In this role, you will report to the head of e-commerce compliance and work closely with crossfunctional teams (fulfilment & logistics,BD, moderation, Legal) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role to ensure that e-commerce compliance programs are executed with a high-level of quality and drive continuous improvement This role requires a strong blend of strategic thinking, operational excellence, and stakeholder management to ensure the successful delivery of programs that shape the long-term vision of Joybuy’s marketplace.
Responsibilities
1 Strategy & System Design
* Develop end-to-end merchant lifecycle growth strategies, starting from onboarding and extending through retention and loyalty.
* Build scalable frameworks for merchant tiering, incentives, and education to achieve balanced growth and sustainable ROI.
* Design replicable growth models and evaluation mechanisms to support multi-market expansion and operational scalability.
2.Team Leadership & Cross-Functional Collaboration
* Lead and manage a functional team of 3–8 members, setting clear priorities, defining OKRs, and driving execution excellence.
* Conduct regular progress tracking, retrospectives, and performance reviews to ensure alignment with business objectives.
* Partner cross-functionally with BI, Product, Strategy, Legal, Finance, and international operations teams to translate strategy into execution.
3.Project Execution & Performance Monitoring
* Oversee the implementation of strategic initiatives and ensure data-driven tracking of key business metrics, including merchant retention, activity, and incentive ROI.
* Establish project review and optimization mechanisms to ensure continuous improvement and long-term effectiveness.
* Deliver high-quality BRDs, SOPs, and metric frameworks that guarantee operational consistency and accountability.
4.Leadership & Organizational Impact
* Coach and empower team members to strengthen business insight, analytical thinking, and problem-solving capabilities.
* Drive process standardization and alignment across regions and cross-functional teams to ensure global consistency.
* Act as the functional leader and key representative in cross-domain strategic initiatives, influencing organizational direction and decision-making.QualificationsMinimum Qualifications - Previous experience in program management, project management, or related roles, preferably within E-commerce or technology-driven industries. - Demonstrated ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment. - Strong skills in data analysis and interpretation, with the ability to use insights to inform program strategy and execution. - Excellent communication skills, with the ability to effectively present ideas and influence stakeholders at all levels. - Proactive approach to identifying and solving complex problems, ensuring smooth program delivery. Preferred Qualifications - Bachelor's degree in Business, Economics, Data Analytics, or a related field - Familiarity with customer experience principles and metrics (e.g., NPS, retention rates). - Experience working with data visualization tools (e.g., Tableau, Power BI). - PMP or other relevant project management certifications.