Head, Customer Experience

Position: Head, Customer Experience/CX

Industry: E-commerce/E-Taxation

Job Functions: Operations, Customer Experience

Job Description

The Ops & Customer Experience/CX (Head) will have functional reporting to the Founders & C-Level members for this business line and metrics reporting within ClearTax across the location including Bangalore which is our HQ.

KPIs

BUs Operations, Operations/Fulfillment/Execution, Customer Experience (CX), Process Excellence, Process Setup, Budget Responsibility, Profit & Loss, Utilization, Development of Business, Service Portfolio, Customer Support, Customer Satisfaction, Leadership for Employees, Fulfillment of Quality & Requirements of Customers.

External

Senior Management, Management of Divisions, BU, Segment & Countries, 3rd Party Customer, etc.

Internal

Management and functions of 3 different business units. quality, senior management, customer, customer satisfaction, sales, CX metrics, line head, operations, bpo, bpo operations, technical solution

Opportunity & Candidate

This is a leadership opportunity for an entrepreneurial person in the exciting growth world of dotcom product space.

The candidate will help lead innovation and experimentation in our organization to create new and innovative world-class personalized experiences that will allow our customers to get the most of our products and services.

What we are looking for

- Customer drove: Thinks customer-in vs. process-out with a relentless focus on delighting internal and external customers with a strong bias for action and delivering results

- Operations: Fulfillment & Execution post process building and set-up (SOPs creation & execution, Order management & fulfillment); good sense of numbers (margins/revenue/P&L/data/number-driven) & Metrics (CX, NPS etc.)

- Ability to drive teams toward a shared vision with relentless speed and consistency, and possess an indomitable bias towards action in the face of ambiguity

- Demonstrated compelling communicating and influencing skills to win the support of others

- Excellent communication skills. Ability to cater messages to audience including all levels of the organization

- Flexible and able to balance changing priorities in a fast-paced environment

- Outstanding skills in stakeholder management and change management

- Strong people management skills, with 5 or more years of experience in building and managing engaged and high performing teams

- Coaches and guides the team to recognizes and works through resistance or setbacks

- Bachelor's degree required or equivalent work experience

- We are looking for folks that want to deliver WOW experience for customers, work hard and have fun doing it

Roles & Responsibilities

- Successfully transform our customer support teams across business verticals at ClearTax, Bangalore where we can test and experiment with innovative ideas in driving trust, confidence and ease

- Lead the implementation and support of a framework that will help the organization operationalize innovation and experiments

- Drive innovative impact, continuously assess, and if necessary redesign processes to drive ease of support for employees

- Develop, coach and motivate customer support/ops team and foster a customer focused culture

- Develop an effective customer support culture with an emphasis on delighting both internal and external customers

- Manage staff satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations

- Ensure effective closed loop communication with all key internal stakeholders

- Frame communication and discussions for the intended audience, with appropriate context and line of sight, considering a complex stakeholder landscape

- Ability to lead through influence, drive change and outcomes in complex matrixed environments

- You will naturally use Data and Customer Insights to drive change

- End to End ownership of key outcomes for client services:

a) Revenues under delivery

b) Net Promoter Score (NPS)

c) SLA Adherence (Customer, CA)

d) Refund/Cancellations (minimize)

Background

Founded in the year 2011, ClearTax is India's fastest growing Tax & Compliance software company. We're a technology company helping people, enterprises & companies and the government with tax and compliance. We were incubated in Y Combinator and are funded by Silicon Valley investors, including PayPal co-founders Peter Theil's Founders Fund, Max Levchin and also by Scott Banister, who was an early investor in Facebook and Uber. ClearTax has raised $15.5 Million till date with investors including Sequoia Capital and SAIF Partners. Our aim is to delight our customers with simplicity, accuracy and getting rid of the notion that taxes are complex. ClearTax is a product by Defmacro Software Pvt Ltd.

Specialties

Indian Taxation, Income Tax Returns, electronic filing of Income Tax Returns, Chartered Accountant Tax Software, TDS, Compliance, and Tax Deduction at Source

Please log on to (https://cleartax.in) for more details about us.

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