Job Description

ID: 1111 | 5-7 yrs | Bengaluru | careers

Job Title: MANAGER- CUSTOMER EXPERIENCE

Brief about the requirement:



We are looking for a strategic and execution-focused leader to drive our Customer Support Experience strategy. This role demands a deep understanding of customer needs, operational excellence, and the ability to lead large teams while leveraging technology and data for continuous improvement. The ideal candidate will have a passion for delivering exceptional customer experiences at scale and a strong track record of leading support in a fast-paced environment.

"High-Impact Leadership Role:

Be at the forefront of shaping and executing the end-to-end customer support experience for a high-growth, customer-obsessed brand.

Scale with Ownership:

Lead a large, high-performing support organisation with the autonomy to drive innovation, scale operations, and deliver strategic outcomes.

Technology-Driven Transformation:

Spearhead cutting-edge initiatives in automation, AI, ML, and RPA to revolutionise customer service and set new industry benchmarks.

Data-Powered Decision Making:

Work in an environment where VOC insights and real-time analytics guide every customer-centric decision.

Cross-Functional Influence:

Collaborate closely with Product, Tech, Business, and Strategy teams to drive enterprise-wide impact and elevate the overall customer journey.

Talent Development & Culture Building:

Build and mentor a high-impact team while creating a culture of ownership, continuous learning, and customer obsession.

Visibility and Growth:

This is a high-visibility role reporting directly to senior leadership, offering a clear path to broader CX or business leadership roles.

KRA of Manager Customer Experience:

"Customer Experience Strategy:

Develop and deploy a comprehensive customer support experience strategy aligned with business objectives.

Voice of Customer (VOC):

Leverage VOC insights and internal data to identify customer pain points and drive meaningful improvements in service delivery.

Team Management:

Manage and operate a large team of Customer Support Associates, fostering a high-performance culture.

Operational Excellence:

Drive continuous improvement through process optimisation, accountability frameworks, and scaling operations via technology.

Capacity Planning:

Lead short-term and medium-term capacity planning to ensure operational agility and service continuity.

Operational Planning:

Translate business requirements into executable operational plans and lead their effective implementation.

Performance Monitoring:

Develop service monitoring frameworks, define KPIs, and implement real-time dashboards to drive execution through metricized operations.

Technology Enablement:

Enhance operational efficiency through automation and adoption of technologies such as Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML).

Workforce Development:

Continuously evaluate and upgrade workforce skills and capabilities to deliver world-class support experiences.

Delivery Planning & Execution:

Lead the team in creating and executing delivery plans that maximise customer satisfaction and business value.

Thought Leadership:

Contribute to internal and external CX thought leadership by sharing best practices and insights on customer experience transformation."

Please detail requisite experience: 5+ years

Must have skills:

Customer Obsession, People Management, Result Delivery, Ownership



We are committed to providing equal opportunity in employment and creating an inclusive work environment.


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