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Job Description:Program Manager – Process Excellence & TrainingCompany: HomeLaneRole: Program Manager – Process Excellence & TrainingDepartment: Delivery OperationsLocation: BangaloreRole OverviewAs the Program Manager for Process Excellence & Training, you will be the architect ofoperational efficiency within HomeLane’s Delivery wing. Your mission is twofold: to designlean, scalable processes that minimize errors in the interior fit-out journey and to ensureour frontline teams (Project Managers, Installation Partners, and Vendors) are expertlytrained to execute these processes flawlessly.You will sit at the intersection of strategy and execution, driving continuous improvementinitiatives that directly impact Net Promoter Score (NPS) and project turnaround time(TAT).Key Responsibilities1. Process Excellence & Quality Assurance• Gap Analysis: Audit end-to-end delivery workflows—from factory dispatch to sitehandover—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 TimeRight (FTR), Delivery TAT, and Installation Quality Scores.• Root Cause Analysis (RCA): Lead deep-dive sessions on customer escalations toprevent recurrence through systemic process changes.2. Training & Capability Building• Curriculum Design: Develop comprehensive training modules covering technicalinstallation standards, soft skills for customer management, and HomeLane’sinternal tech tools.• Delivery & Governance: Execute /"Train the Trainer/" programs and manage theonboarding/certification of new delivery partners.• Knowledge Management: Maintain a centralized repository of SOPs, videotutorials, and best-practice guides.3. Stakeholder & Project Management• Collaborate with the Design, Supply Chain, and Product teams to ensure processalignment across the value chain.• Drive the adoption of new digital tools or features within the delivery ecosystem.Desired Candidate ProfileSkills & Competencies:• Analytical Rigor: Ability to turn complex data into actionable processimprovements.• Empathy: Understanding the challenges of ground-level installation crews to buildrealistic training programs.• Agility: Comfortable working in a fast-paced, high-growth startup environmentwhere /"done is better than perfect./"Why Join HomeLane?• Impact: Your work directly shapes the home-buying experience for thousands offamilies.• Growth: HomeLane is a leader in the tech-enabled home interior space, offering asteep learning curve.• Culture: A collaborative, transparent, and data-driven work environment.Feature RequirementEducation Bachelor’s degree in Civil/ Mechanical Engineering, Operations, orManagement (MBA is not mandatory).Experience 5–8 years in Operations, Process Excellence, or Training (preferablyin E-commerce, Logistics, or Home Interiors).Certifications Six Sigma (Green/Black Belt) or PMP certification is a strong plus.Tech Stack Proficiency in Excel/Google Sheets, Project Management tools, andData Visualization.