Experience
10 - 14 yrs
Job Location
Mumbai, India
Vacancy
1
Designation
Customer experience Manager
Job Type
ONSITE
Job Description
- Lead and integrate Customer Service Operations, CX Strategy, and Digital Transformation initiatives.
- Drive strategic execution of key operational programs, including Salesforce initiatives and automation pipelines.
- Ensure governance and timely execution of major projects such as DSP, LEO, and automation programs.
- Oversee CX performance metrics, translating insights into strategic action plans to enhance customer experience and operational efficiency.
- Build and strengthen automation and digital capabilities by identifying high-impact automation opportunities across workflows and logistics coordination.
- Establish standardized processes, governance models, and SOP frameworks across all customer operations functions.
Job Requirements
- Minimum 10 years of experience in Customer Operations, CX, Service Delivery, or Business Operations, preferably in a multinational environment.
- Strong experience in operations transformation, process optimization, and automation initiatives.
- Proven ability to lead cross-functional teams and manage complex operational programs.
- Good understanding of CX metrics such as CSAT, churn, and complaint analytics.
- Working knowledge of Salesforce, workflow automation tools (e.g., Power Automate), and analytics dashboards.
- Excellent communication, leadership, and problem-solving abilities with a strong execution mindset.
Additional Info
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