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 tutorials, and best-practice guides.

3. Stakeholder & Project Management

• Collaborate with the Design, Supply Chain, and Product teams to ensure process alignment across the value chain.
• Drive the adoption of new digital tools or features within the delivery ecosystem.

Desired Candidate Profile

Skills & Competencies:

• Analytical Rigor: Ability to turn complex data into actionable process improvements.
• Empathy: Understanding the challenges of ground-level installation crews to build realistic training programs.
• Agility: Comfortable working in a fast-paced, high-growth startup environment where \"done is better than perfect.\"

Why Join HomeLane?

• Impact: Your work directly shapes the home-buying experience for thousands of families.
• Growth: HomeLane is a leader in the tech-enabled home interior space, offering a steep learning curve.
• Culture: A collaborative, transparent, and data-driven work environment.

Feature Requirement

Education Bachelor’s degree in Civil/ Mechanical Engineering, Operations, or

Management (MBA is not mandatory).

Experience 5–8 years in Operations, Process Excellence, or Training (preferably in 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, and

Data Visualization.