Program Manager, DSP & DA Escalations

Benefits

Parental leave

6 weeks From the posting source checked Jun 20, 2026

Non-birth-parent leave

6 weeks From the posting source checked Jun 20, 2026

Family-building benefits

• Fertility benefits: Offered From the posting source checked Jun 20, 2026
• Adoption assistance: Offered From the posting source checked Jun 20, 2026
• Surrogacy assistance: Not verified

Mental health support

Offered From the posting source checked Jun 20, 2026

Relocation assistance

Not verified

Childcare support

Offered From the posting source checked Jun 20, 2026

Learning budget

Not verified

Verification

Source-linked checked Jun 7, 2026

Salary

Not verified

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$61,842 U.S. median for this role

Projected growth (BLS Employment Projections)

+1.9% - Slower

Matched to SOC 11-1021 - Operations aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Operations From the posting source checked Jun 20, 2026

Seniority

Mid From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Program Manager, DSP & DA Escalations Bengaluru, Karnataka, IND We are seeking a strategic, execution-driven Program Manager to lead the escalations charter for DSP and EDSP program. This role will own end-to-end alignment across cross-functional partners including ACES, LMAQ, Product (LMPS), Analytics (AOP), Legal, Field Operations, Finance, and Pricing to deliver prompt and on time Resolutions The Program Manager will own and manage DSP and DA escalations end-to-end, serving as the central point of accountability for all escalation cases raised by Delivery Service Partners and Delivery Associates. This includes receiving, categorizing, and triaging incoming escalation cases from DSPs/DAs based on severity and impact, then routing each case to the appropriate internal team for swift resolution. The role demands close coordination with cross-functional stakeholders to ensure that every escalation is acknowledged promptly, tracked transparently, and closed within defined SLAs. Beyond resolution, the Program Manager will conduct thorough root cause analysis for each escalation to uncover systemic issues, recurring failure patterns, and process gaps contributing to the problem. Leveraging data-driven insights, the role will design and implement preventive measures, including process changes, policy updates, and system enhancements, to eliminate the root causes and prevent recurrence. The Program Manager will also establish robust reporting mechanisms and feedback loops with DSPs/DAs to communicate resolution outcomes, validate the effectiveness of corrective actions, and continuously refine escalation workflows. By building scalable frameworks, maintaining detailed escalation dashboards, and driving a culture of accountability, this role will reduce repeat incidents, improve response times, and strengthen overall operational reliability

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